How to set Email Reply From address to Queue by default?

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Posted on by Brock Hensley

When replying to an email, it sets the From field to the user performing the action.

How can I get it to default to be From the Queue it is in instead of the individual user, so that when it is replied to again it is sent to the Queue and not the User.

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wikap.dk 456 on at

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I have same question - anyone who have found a solution to this?

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Brock Hensley on at

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I ended up creating a Workflow for Email entity to start when Record is created, to change the From address. In order to change the from address, however, you must first change the email into Draft status.

Here is the logic:

If email direction equals outbound and from does not equal the queue address then;

wait until email status reason does not equal draft then;

change record status to email draft

update email from address

change record status to email pending send

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Rickard Norström on at

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How do you catch what address the reply-to-mail should have? I don't see any reference to the queue or the email you're replying to.

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Ulrich Faden on at

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I Have the same question, as Rickard, how do I figure out the query address? Starting from Queue item instead?

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Community Member on at

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I had this same issue when sending emails from cases using a template; i wanted to:

1) change the "from" to a queue

2) change de "to" to the contact of the case

I ended up achieving this, in CRM 2011, by:

1) creating a worflow like AWOMS mentioned

2) using jscript to get the contact´s email and put it on the "to" automatically when the email is loaded

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Rickard Norström on at

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I solved this one but ran into problems after the org was upgraded to CRM 2013.

I used a queryattribute called _InReplyToId in CRM 2011 which is availalble and holds the Id of the email you're replying to. There I got the info I wanted. For CRM 2013 there's a lookup called parentactivityid which holds the information about the email you're replying to.

Good Luck!

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Community Member on at

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Can someone write how to do it - step by step? Thx

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Joe Gill on at

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Some javascipt along these lines should work

function setEmailDefaultFrom() {

if (Xrm.Page.ui.getFormType() == 1/*Create*/) {

var pl = new Array();

pl[0] = new Object();

pl[0].id = "{226CAA39-EC34-E411-BCB1-D89D67637CD8}";

pl[0].name = "Support Queue";

pl[0].entityType = "queue";

Xrm.Page.getAttribute("from").setValue(pl);

}

}

hth

Joe

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Community Member on at

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Joe I tired this using below in CRM 2013. Added as a web resource then added to the email form as a form library then a OnLoad Event and get nothing? Any suggestions? Does this not work in CRM 2013?

function setEmailDefaultFrom() {

if (Xrm.Page.ui.getFormType() == 1/*Create*/) {

var pl = new Array();

pl[0] = new Object();

pl[0].id = "{8205A2D3-4930-E311-8816-000C29592105}";

pl[0].name = "support test";

pl[0].entityType = "queue";

Xrm.Page.getAttribute("from").setValue(pl);

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Community Member on at

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How do i find this lookup?

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