When Email Is Sent From Outlook To OSC (Outlook for Sales Cloud) Contacts, The Recipient Recieves an Additional Mail (Doc ID 1989218.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Fusion CRM for Microsoft Outlook Cloud Service - Version 11.1.9.2.0 and later
Information in this document applies to any platform.

Symptoms

After installing Outlook for Sales Cloud, when an email was sent to an OSC contact from Outlook, Sales Cloud sends the same mail (same Subject Line, mail body but without the attachment) back to the recipient. In summary,  for every mail sent, the recipient gets two mails, one from Outlook and the other from the Sales Cloud.

Users have not defined any Workflow for sending out emails through Application composer.

This issue is not isolated to only emails originating from Outlook (then synched to OSC). Even when creating Activities from simplified UI, it appears that all Sales Team Members on the Account associated to the Activity are also receiving OSC-generated emails. Users wish to turn this feature off.


The issue can be reproduced at will with the following steps:
1. In CRM Outlook , send  an email to CRM Outlook contact.  The second email was triggered from OSC (as a task notification).

 

The filer follows How to disable the Email and Task notifications in Cloud Sales ? (Doc ID ), but is still receiving email notifications in certain scenarios. The solution solves "OSC email is automatically sent on Updating Task based on the email subject "Task Updated: xxx"." It appears that these emails are being generated and sent to assignees when they are added to a newly-created email activity. 

The new issue reported is  a notification is sent to assignees when they are added to a newly-created email activity . The filer follows the solution below. The issue is not resolved.

1. Turn Off Automatic Emails Triggered on Task Creation (Doc ID 1506100.1)

2. Turn Off Email Notification on Creation of Task (Doc ID 1683847.1)

3. Set the Task expiration to immediate and testing it again .

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms