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Sending email with KB Article content erases changes made to the content of the email when sent.

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Posted on by DidierF 10

Hello, 

Some users reported having a problem when using KB Articles in Cases: the content of the email that was updated by the user (to personalize it) gets erased when sending the email. 

Repro steps:

1- Within a case, find an article and click on "link article to the case and Email content"

pastedimage1606315118426v1.png

2- Update generic information in email to personalize content and send the email.

pastedimage1606315492418v3.png

3- Once sent, we can see that the updated content got replace by the template, sending the generic content to clients!

pastedimage1606315714074v5.png

It's probably not an issue with security/role permissions, as the problem is not always present for the same user. 

I was thinking it could be the KB article itself, but can't find a difference with some that do not cause this error...

Any ideas?

Not that we are using Dynamics CRM 2016 on premise version. 

Thanks, 

Didier

  • DidierF Profile Picture
    DidierF 10 on at
    RE: Sending email with KB Article content erases changes made to the content of the email when sent.

    Hi Leah,

    Thanks for your suggestions, but unfortunately did not manage to fixit.

    The same error happens when doing it directly from the "create new email".

    What is strange, is that on my end, it just happens on some kb articles. But some users have the issue on every kb article, even those that work for me, while some don't have the issue at all.  So it may not be related to the article.

    They have tried changing browser, and clearing cache also.

    I'm wondering if there is a way to see logs of what's happening when they click send?

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Sending email with KB Article content erases changes made to the content of the email when sent.

    Hi DidierF,

    It’ so strange, through my test, the changed context of kb article in email has not been changed after sending the email.

    pastedimage1606369892411v1.png

    Is this the only article where this happens?

    Not create email from case form, you can try to directly create new email and insert kb article template to test again.

    pastedimage1606370195877v1.png

    If it still does, maybe you can create a new kb article with the same context and setting, then delete the original kb article.

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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