Dynamics Community Forum Thread Details

How to pre-fill the "Title" field in the "Convert to Case" dialog from the Email Subject?

Hi Community,

I am working on a Dynamics 365 Customer Service implementation and I have the following scenario: When a user opens an Email activity and clicks "Convert to Case", a dialog box appears with fields like Customer and Title (Betreff). The Title field is always empty — it does not automatically pull the subject from the email. I have already built a Power Automate flow that fills the Case Title after the case is created, which works fine. However, the ideal user experience would be to have the Title field pre-filled in the Convert to Case dialog itself, so the user can see and edit it before confirming.

My questions:

1. Is it possible to pre-fill the Title field in the Convert to Case dialog using JavaScript or any other customization?

2. Is there a supported way to customize this system dialog in Dynamics 365 Customer Service?

3. If not natively possible, what is the recommended approach to achieve this user experience? Environment details: - Dynamics 365 Customer Service - Convert to Case dialog triggered from Email activity Any suggestions or workarounds are welcome! Thanks in advance.