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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Configuring HTML templ...
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Configuring HTML template in Email Template in dynamics 365

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Posted on by Mayank_Yadav 12
I am trying to create Email Template in dynamics 365,
I have created an HTML and when I add it to the HTML part of the Template Designer, The Designer automatically changes the HTML and some of my customizations are not visible in the HTML preview on the 'Designer' tab,

Whenever I change the HTML in the 'HTML tab' and move to the 'Designer' to check how it will look and then move back to the 'HTML' tab again, then the code segment that I have changed automatically changes and my changed segment of code is no longer as I intent it to be.

Also, there is a issue of background image,
I have added background image to a section where I write the body content of my email message , when I view in the designer the background image is no longer visible,

when I check my HTML on the browser it is rendered correctly with the necessary formatting and images,

but when I send the Email using the template and view in outlook then,
The Email is stretched horizontally and also the images in the sections are aligned differently from what I had configured in my html.

(1) This is how my browser renders the Email Template.


(2) This is how the template is Rendered in the outlook when I send the Email using Email Template 
Categories:
Dynamics 365 Field Service
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  • Suggested answer
    Dadasaheb Deole Profile Picture
    Dadasaheb Deole 5 on at
    Hi @Mayank_Yadav,

    Can you try below solution. It will help you.

    add the description inside PRE Tag

     
  • André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 303,314 Super User 2026 Season 1 on at
    Hi Mayank,
     
    Can you tell us what Dynamics 365 application this question is related to? There are several different solutions in the Dynamics 365 family, like: Sales, Finance, Supply Chain Management, Project Operations, and Customer Insights.
  • Mayank_Yadav Profile Picture
    Mayank_Yadav 12 on at
    @André Arnaud de Calavon @Dadasaheb Deole I am using the Field Service Module in dynamics 365,

    And I am bound to use the classic workflows and not Power Automate.


    There is a support ticket I sent to microsoft with my requirements and explained the process I am doing 
    below is the method I am using to currently send the email

    Now, let me also tell you about a way I did manage to send the email as per my requirement and correct formatting.
    1) I first designed the html , then I added dynamic content to it In my flow, Now I created a ‘Email’ record in dynamics 365 table.
    2) Then I created a custom action called ‘CustomSendEmail’ and did a simple operation before sending the email and doing the ‘IssueSend = true’ in the c# action.
    3) The Action replaced the <div> and <span> that is wrapped around the message when data is added to the ‘description’ field of the email entity.
    4) by doing so , my html that I created in the 1st image is rendered correctly and I am able to send the Email exactly looking like the template with the dynamic content in the outlook email.
    5) I Created the Custom Action because the base ‘SendEmail’ action when used , was sending the html text as string in the outlook and not as rendered html, which was creating error as that message is not human readable and bad for business.

    --- Now , creation of Email Template requirement arose because by creating a custom Email send action , though it works perfectly to my requirement , posed a threat at the business level If by any chance the Action did not work correctly then emails would be send but without the html formatting , and this will hamper the business a lot.
    --- but in creating the Email Template I came into design constraints , as the template designer is not as flexible as normal html and has limitations as per designing the template,
    As you may also see, in the message block of the html, in the 2nd image there is also not a background image of the company logo.
    --- Any attempt to change the html in the designer and seeing the changes were futile as the designer automatically changed the html and removed any customizations.


    --- Also , there is a issue regarding the dynamic content in the Email template ,
    I have created the template with category = User and Permission Level = Organization.
    but when I use the Insert Dynamic Content ribbon button, I can only add dynamic content from the ‘User’ table directly and for adding dynamic content for any other table I have to rely on using the syntax ‘{!entitylogicaclname:field_logicalname;}’ and then saving the template and then closing the template and then opening it to see if it is correctly rendered as a dynamic value in the template.
    - This is also a problem as sometimes it works and sometimes it does not, also when adding lookup field as dynamic values , it prints the GUID of the lookup record instead of the name of the lookup.
    - Also only dynamic content regarding a single entity was fetched correctly in my scenario. I had added dynamic content like JobID from the ‘msdyn_workorder’ table but in the same template when I added dynamic content form the  ‘account’ entity , they were not displayed on the email message and rendered null.  This problem does not occur when adding dynamic content directly in the flow but using email template creates this problem.


    --- Using Custom Action to send Email is my last resort but I don’t want to rely on It and use the tools available in dynamics 365 so that there is no scope of error in the production.
  • André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 303,314 Super User 2026 Season 1 on at
    Moved the question from the general to the Dynamics 365 Field Service forum.
  • Mayank_Yadav Profile Picture
    Mayank_Yadav 12 on at
    @André Arnaud de Calavon,

    Any workaround to achieve what I have to do,
    I created a microsoft ticket but they also don't seem to reply to my query
  • André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 303,314 Super User 2026 Season 1 on at
    Hi Mayank,
     
    I don't have in-depth knowledge myself about Field Service. As you posted the question in a general folder, I now moved it to be visible to volunteers in the forum for Field Service. Unfortunately. I'm not able to guide you on this topic.

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