Replies are addressed to wrong the Email address, not to the original sender of the Email but the primary Email address of the contact record

Version 2

    Details

    [ISSUE]
    Replies are addressed to the wrong Email address, not to the original sender of the Email but the primary Email address of the contact record.


    [PRE-REQUISITES]
    - Extract and restore the attached KB21854.zip into the SQL Server (backup is from a SQL 2008 server)
    - Make sure to have an Email account setup whereby it is not necessary to send an Email but to be able to reply

    [STEPS TO REPRODUCE]
    1. Log into GoldMine (MASTER/Access)
    2. Browse to contact Art Bardtoll
    3. Browse to Pending Tab
    4. There will be 2 Emails Christmas party, you can open either one in read mode
    5. Verify the From address, for example [email protected] or [email protected]
    6. Press Reply button
    7. Verify the To: address for the Reply

    [RESULT]
    This is instead of the expected ones [email protected] or [email protected], Art Bardtoll <[email protected]> (which is the primary Email address of the contact record)



    8. Close the Edit Email window and dismiss the Email 
    9. Open the other email, and verify the From address, for example [email protected] or [email protected]
    10.  Press Reply button

    [RESULT]
    This is instead of the expected ones [email protected] or [email protected], Art Bardtoll <[email protected]> (which is the primary email address of the contact record)

    11. Close the Edit Email window and dismiss the Email 
    12. Browse to the contact Bea Defkow
    13. Browse to Pending Tab
    14. There will be 1 Email Christmas party, open the Email in read mode this is identical with the others only linked to a different contact record.  
    15. Verify the From address, [email protected]
    16. Press Reply button
    17. Verify the To: address for the Reply

    [RESULT]
    This is as expected [email protected]



    18. Close the Edit Email window and dismiss the Email

     


    Resolution

    - This is logged as RM #239306


    [WORKAROUND]
    - The above contact, Art Bardtoll, had one primary, and 58 other Email addresses
    - Reducing the contact's other Email addresses as many as possible and consider if they cannot be removed to create additional contacts instead. From testing it appears that around 45 other Email addresses for the primary contact record did allow Reply Emails to be addressed correctly

    1.  Click the contact's Email address


    2.  Highlight the Email address you wish to remove, and click Delete


    3.  Click Yes