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Email Templates - Dynamic Text Not Populating For OOTB Related Tables

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Posted on by Johnny_Carroll

Losing my mind at this one, as I'm trying to solve a users issue that when creating a template against the Case table if I add dynamic fields from the Contact table those fields are not being populated.

I've double checked to make sure that the parentid field for Contact is on the form which it is linking the Case to the Contact, but it still fails to work when using Dynamic Text.

Most of the questions I've looked at for this issue talk about custom tables which I'm not after so any advice on where to look to solve this would be appreciated.

Cheers!

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RE: Email Templates - Dynamic Text Not Populating For OOTB Related Tables

Hi Johnny_Carroll,

The data of Customer field on a Case could be Account or Contact. When your data of Customer field is Account, the dynamics content of Contact wouldn't pass the value. But when your Customer field is Contact, the value of field in the Contact would be passed to dynamics content.

Below is my email template:

When customer is Contact in a case:

I created a email which is regard to the case, then insert the template. Dynamics content would have value:

When customer is Account in a case, Dynamic content wouldn't have value:
Johnny_Carroll 10 on at

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RE: Email Templates - Dynamic Text Not Populating For OOTB Related Tables

Worked out why, the customerID field on a Case was looking up the Account rather than the Contact, thus the dynamic fields even though linked via other fields, were not being populated.