Users are experiencing issue where they cannot see email templates with "case" type

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Posted on by CC-17121338-0

Hello!

Users are reporting an issue with email templates in my organisation. All our templates in question are usable by the whole organisation but at present, when creating an email activity from the timeline of a case entity, no case type email templates are visible.

I have tested other types such as Account and as you can see from the below screenshot, these are visible!

Can someone please assist or give me some steer on why Case type templates do not appear? Ideally we don't want to recreate templates using the Global type as this will clutter the templates list and it seems to be that all the other types function correctly and are available to select from the correct entity.

Apologies if this has been worded poorly but hopefully the screenshots can provide some clarity.

Thank you in advance.

REGARDING ACCOUNT > Account templates are visible

REGARDING A CASE > Organisational Case templates are not visible

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Dynamics 365 general

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Users are experiencing issue where they cannot see email templates with "case" type

If anyone else encounters this problem, as suspected, the issue is due to our CRM module not being strictly out of the box and as such not linked to "Case" entity types despite it being a case internally to my organisation.

The best solution for us here is to recreate the templates as global types so they are visible across the system.