Hi Experts,
Would like to seek for some advise. We have some issue where emails forwarded to other CRM user is getting tracked in CRM.
We have 3 CRM Users. Their personal email tracking option are all set to "Email messages in response to Dynamics 365 email". On the system setting, tracking token and smart matching are both enabled.
Scenario:
1. User 1 send an email to User 2
2. User 2 received the email
3. User 1 manually tracked the email
4. Email record is showing in CRM
5. User 2 forwards the email to User 3
6. User 3 receives the email
7. Email again is automatically tracked in CRM (From: User 2; To: User 3; Created By, Created By (Delegate), Modified By, Modified By (Delegate) are all set to "SYSTEM")
We would like to prevent the automatic tracking in Step 7. We are using Dynamics 365 Online version 8.2. Please advise.