What’s happening?
When triggering emails in Dynamics CRM, the email message activity is created, and a plugin updates the tracking token in the subject column. This functionality works correctly for some custom entities but fails for the "Application Submit" entity, resulting in duplicate tracking tokens being populated across all records.
Reason:
The tracking tokens may duplicate or become re-used (rollover) across separate email conversations if the allotted token range for a user has been depleted or if the user number digit range is too small in relation to the total number of users sending emails. By default, Dynamics CRM uses 3 digits (999) to track the incremental message counter for each user. Once a user has sent 999 emails, the number restarts at 000. Additionally, queues use the queue owner's incremental message counter, which can cause the counter to increment faster if a single user owns multiple queues.
Resolution:
To resolve this:
- Navigate to Advanced Settings > Administration > Email.
- Adjust the tracking token configuration settings:
- Increase the number of digits used for the incremental message counter (default is 3 digits, maximum is 9 digits). Increasing this number reduces the frequency of token rollover.
- By default, the system uses 3 digits (999) to track the incremental message counter for each user. If the user has sent more than 999 emails, the counter restarts at 000. Increasing this number up to 9 digits reduces the frequency of token rollover.
- Similarly, the system uses up to 3 digits (999) to identify the user number portion of the token. If there are more than 999 users, adjust this number to a higher value to prevent duplication.
- Note that these settings changes will only take effect on new email conversations. Existing emails sent with the previous tracking token configuration will continue to correlate when replies are received into the system.
These adjustments will ensure unique tracking tokens are generated and prevent duplication across email conversations.