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Dynamics CRM Cases - Cant add email address in "From"

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Posted on by Elofly

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Hi,

While other members of the team can actually add a specific email address into the FROM field of the email responding to a case, I cannot manage to do it. I have another team member recently add that cannot neither. I cannot recall what I should do to allow this...

I am trying to add a group email called boarding@fph.com but it is not visible somehow:

Thanks in advance for your help.

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Nya 29,060 on at

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RE: Dynamics CRM Cases - Cant add email address in "From"

Hi,

The From and To fields are automatically populated based on the user and the account and contact of the original record.
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Amit Katariya007 10,409 Super User 2025 Season 1 on at

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RE: Dynamics CRM Cases - Cant add email address in "From"

Hello Elofly,

In which entity record the given email address is used. i.e. contact, account

Thank you,

Amit katariya
Tina Silver 175 on at

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RE: Dynamics CRM Cases - Cant add email address in "From"

We do 2 things:

1. In Personalization Settings we have a check mark next to "Allow other Microsoft Dynamics 365 users to send email on your behalf"

2. We created a role "Send email as customer care" as all of our outgoing emails default to this. All users have this. Then we have a workflow called "Change from address on emails" that every time an email is created, replied to or forwarded, that we update the From to our Customer Care.
Elofly 175 on at

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RE: Dynamics CRM Cases - Cant add email address in "From"

Hi Amit,

I have the same role as the co-worker. How do I check the entity with the email address record?

thanks!

Elofly
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Amit Katariya007 10,409 Super User 2025 Season 1 on at

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RE: Dynamics CRM Cases - Cant add email address in "From"

Hello Elofly,

Can you please check if you have access on that specific entity which has this email address record. Because it is possible that the entity which is storing this record, you don't have access on it.

So please compare your and co workers role.

Thank you,

Amit Katariya
Elofly 175 on at

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RE: Dynamics CRM Cases - Cant add email address in "From"

Hi there! This email is a shared mailbox. We have all access through Outlook but somehow I cannot insert it to answer emails while other users do.

Thanks
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Bipin D365 28,981 Moderator on at

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RE: Dynamics CRM Cases - Cant add email address in "From"

Hi,

boarding@fph.com email address is tied to any entity in dynamics crm like Contact/Account?

If it is part of an Entity then make sure you added that Entity to your Model driven App from App designer.

Please mark my answer verified if this is helpful!

Regards,

Bipin Kumar

Follow my Blog: xrmdynamicscrm.wordpress.com/