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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Autofilling the 'F...
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Unanswered

Autofilling the 'From' field when replying to email within a Case

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Posted on by TedW 479

Hi,

I have just created a new queue for a new department in our company who are moving to Dynamics. Thats all working as expected.

The issue I have is when a message comes into the Queue and I want to reply to it. Each time, I have to manually search for the queue name in the 'From' field, add it and reply.

So I am wondering, how can I auto-populate the From field with the queue name when replying to a message within a case? Im an analyst not a developer, so Javascript isnt an option for me I'm afraid.

Many thanks as always

Ted

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  • Community Member Profile Picture
    Community Member on at

    Hi TedW,

    If you only have one queue, you can create a workflow to set default queue as the email sender.

    pastedimage1618816879312v5.png

    if you want to set email sender with queue from original, you need use js code to achieve it, the following is logic of the code.

    1.Replied email has one field ‘parent Activity Id’ field to store original email id and ‘subject’ contains ‘RE’, you can use them as conditoin.

    pastedimage1618817449282v6.png

    2.Then you can use original email guid as filter to retrieve queue item entity. 

    When an email has been added to one queue, one queue item can be created, email and queue item is 1:N relationship(lookup field is ‘Object’), so object of queue item is guid of the email.

    3.Now you can get queue to set it as sender of the email.

    Regards,

    Leah Ju

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

  • TedW Profile Picture
    TedW 479 on at

    Hi Leah Ju,

    Thanks a lot. I will speak to our developers about it so as I dont have any knowledge of JS.

    Thanks again

    Ted

  • Community Member Profile Picture
    Community Member on at

    Hope your problem can be solved

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