Email notification frustration

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Posted on by Phillip U.

Using CRM 2013 On-premise.

I have a fairly basic need to send a notification email to the new owner of a lead when said lead is assigned to them. So I have a very simple workflow set up that is triggered by the lead assignment and has one step which sends an email. The email was originally set up to send to the lead owner with the expected subject and body.

This was okay but all of the email notices were coming from my account which is not desired. Preferably, the sender would be the person who assigns the lead or another specified system account if the lead is assigned by a workflow rule. But I can't figure out how to stop the messages from being sent from my account. I have tried setting the From field in the email workflow step to a number of different settings including the process user, the lead owner and even a manually picked user account. But the emails still show up in my pending email queue. I then tried setting the owner of the workflow to another user. I've even set the owner of the workflows that assign leads to another user. No dice. They're still coming from me.

Anyone got insight into how to make this work right? My searches have turned up all the stuff I've tried without the expected results. To be clear, in CRM, the email looks like the sending user is changing, but they're still going out from me on behalf of some the user that it should be.

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CRMInnovation.com on at

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Have you gone into the workflow and then to the email template or to the email itself if you created inside of the workflow and changed the sender to the modified by user account?

Also, to help solving this issue are you using the email router to send out these emails or the users's Outlook Client?

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Phillip U. 2 on at

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I have modified the sender to a variety of user values including the modified by user in the workflow step that sends the email. It is not an email template, FYI. And this does seem to set the sender as expected. But the email is still being processed by my personal account.

I am currently set up with the Outlook client but have tried switching to Server-side sync as a test with no difference - the email always ends up being sent from me on behalf of the sender that is specified in the workflow. So if I'm out and my Outlook isn't running, these emails won't go out and I don't want to have to constantly switch between server-side and Outlook modes.

What I'd like is for these emails to go out from whoever is manually assigning the leads or if they're assigned automatically by workflow then the owner (not creator) of that workflow should be used.

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Phillip U. 2 on at

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Another thing to note - I have assigned the owner of all workflow processes that send email and/or update, change the status or assign a record to a CRM user account that is generic. This account is mail enabled and tested to be able to send outgoing mail from CRM. But the workflow engine doesn't seem to even be trying to use that account. It always uses mine which I can only assume is because I created the workflow.

It should be further noted that even the record updates that occur log my account as the modifying user, not the workflow owner.

My next step is to recreate the workflows using that generic account, but I was hoping for a quick answer...

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Deeps 1,875 on at

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Did you try restarting Asynchronous Service?

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Community Member on at

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If you change the 'To' 'From' or cc fields etc. in any workflow email you break it - there's a blog about it some where.

So if you want to change the 'To' or 'From' you must first make sure they are blank - then save and publish - then unpublish add in the new 'To', 'From' etc. then save and publish again

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Rugved Gokhale on at

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Hello,

To change the from user (email sender) is very straight forward if the email settings are all proper. You just need to go to WF send email step -> email properties -> in from loopup, first delete everything then add a user/queue whom you want to be a sender. Save & close everything, activate the WF and you are done.

As you have tried many options but mails didn't sent, you can check this link to verify your steps:-

https://community.dynamics.com/crm/b/crmlessons/archive/2012/08/01/crm-2011-top-5-email-related-settings.aspx

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Phillip U. 2 on at

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@thecrmguy I've tried restarting the service and the server to no avail. But I recently discovered something that is even more frustrating. Apparently, some of the notification messages are indeed being sent from the desired account. But most are not. In reviewing the messages, I could not determine why some did use the workflow owner as the sender vs. my personal user account.

They are all sent from the same lead notification workflow that I have set to fire on assignment of a lead. The lead assignment workflow that runs separately is also owned by the generic account I want emails to originate from. It's really baffling. I've looked at my system logs after setting the rules to not delete completed jobs but I don't see anything indicating why sometimes they run under my account versus the workflow owner account. I've always been under the impression that workflow rules ran manually ran under that user's context but those automatically triggered ran under the workflow owner's user context. But in this case, I've got a workflow rule that is being triggered by users assigning a lead to someone else that ends up running under my user context which is neither the workflow owner nor the user editing the record!

So I've tried creating a new email notice workflow that just send me the notices so I don't disrupt the users with duplicates and it too is sending them from my personal account and not the owner of the rule.

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Rugved Gokhale on at

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WF running under some third user's context who is neither WF owner nor the initialing user is, as per my knowledge, not possible.

1. If you are coming down to user context by looking at the sender in generated emails then pls check the email address assigned to those users who are defined as sender in all your send email steps. This is because primary email address for these senders could also be assigned to your email ID and that might be leading to look like WF has ran under your user context (check all send mail steps from your WF as some step may have a different sender altogether)

2. Check if you have multiple workflows running on the same event.

Even after verifying all the settings, if you are still convinced that your WF is running under a different user's context who is neither WF owner not action user then you can also raise a ticket with MS Support to get further assistance.

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