Not able to change email probertites in SLA

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I configure SLA on CRM and define process to send email when failure and success, the problem is I need to change "from" filed in email to send the email from specific email address but I cant do this because the "from" filed is gray and not changeable, although I have full permission.

Please Help

Thanks for support

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Adrian Begovich 1,032 Moderator on at

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Hi Osama Mahmoud,

This blog post has the solution to this problem.

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Community Member on at

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Dear Adrian,

Thank you, actually our crm server email entity already configured as mention in the blog you sent, my problem is only crm admin can change the From field in email, while any other user even have crm administrator role cannot change.

do you have any idea?

Thank you for support.

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Arun Vinoth 11,615 Moderator on at

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Probably some privilege is missing in crm administrator role you are talking about. Is that a custom cloned security role? You can cross check that role with OOB System Admin/customizer to pinpoint the missing privilege.

I noticed the user in from field also says crm administrator, make sure you are checking the correct role, current login user, WF owner, etc.

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Community Member on at

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Dear Arun,

Thank you for your help, but I double check the permission, actually the other user have rules more than CRM administrator and he cant change from field in email for SLA, kindly find below screenshots:

I cant understand why. I hope to find solution for this issue.

Thanks and Regards

Osama Mahmoud

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Mahadeo Matre 17,021 on at

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Hi..

Can you check email entity form, and make sure From field on Form is not marked read only..

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Community Member on at

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Thank you Mahadeo, this was the problem, I've uncheck read only option, and now I am able to change from field for email.

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Arun Vinoth 11,615 Moderator on at

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Glad this is sorted out.

But you mentioned: my problem is only crm admin can change the From field in email, while any other user even have crm administrator role cannot change.

Do you have 2 forms - one for Sys admin & another one for other users?

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Community Member on at

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Sorry for late response for your question Arun, no the same form for sys admin and other users but only the user "CRMadmin" was able to change the field and all other users even they have crm administrator rule was not able to change.

actually I don't understand the relationship between filed security "read only" and this issue because I created a test user and give him same permission as crmadmin user and was not able to change the from field , so I was thinking that the problem not related to permission. but finally the problem resolved.

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