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An email fails to be created with a NoCorrelationMatch sync error in Microsoft Dynamics 365

  • Článek

This article provides a resolution for the issue where an email message fails to be created in Microsoft Dynamics 365 due to a NoCorrelationMatch sync error.

Applies to:   Microsoft Dynamics 365
Original KB number:   4339713

Symptoms

When reviewing email messages analyzed for automatic promotion by Dynamics 365, you notice an email message that fails to be created with a NoCorrelationMatch sync error.

Cause

When evaluating an email in your mailbox, Dynamics 365 checks multiple conditions to determine if the message should automatically be created as an email activity. These conditions include the characteristics of the email, such as the email addresses in the From, To, and Cc fields, and whether the email is a reply to an email initially sent from Dynamics 365. Your personal options for email tracking also affect which emails are tracked automatically. A NoCorrelationMatch error indicates that no users or queues are configured to promote this email automatically.

For example, if user Christopher Reed receives an email from one of his contacts and his personal options are set with the default configuration to only track Email messages in response to Microsoft Dynamics 365 email, only replies to emails sent from Dynamics 365 are tracked automatically.

Resolution

To resolve this issue, review the characteristics of the email and check your personal options for email tracking. Follow these steps:

  1. Access your personal options in Dynamics 365 by selecting settings (the gear icon in the upper-right corner) and then selecting Options.
  2. Select the Email tab.
  3. Under the Select the email messages to track in Microsoft Dynamics 365 section, locate the Track setting.
  4. Adjust the option as necessary to control which emails should be tracked automatically in Dynamics 365.

For example,

  • To automatically track all emails sent from your leads, contacts, or accounts, select Email messages from Microsoft Dynamics 365 Leads, Contacts and Accounts.
  • To automatically create activities for received emails regardless of the sender, select All email messages.

Note

A NoCorrelationMatch error can also occur if you have disabled the Use correlation to track email conversations option. You can view this setting on the Email tab within System Settings.

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