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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Adding Emails to Dynam...
Service | Customer Service, Contact Center, Fie...
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Adding Emails to Dynamics Case Timeline

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Posted on by Apajove 30

Hi all,

I'm using a Flow to add updates to cases to the timeline. So when a customer emails our shared mailbox, i check to see if the email has a case number in the subject line and if it does I recreate the email as a Dynamics Email object and set it as Referenced by the parent case.

This works well:

pastedimage1591658379019v1.png

When the email object is added tot he timeline, despite setting From in the Create Object action, the timeline shows only "Email From..." there's no record in the From field.

pastedimage1591658509780v2.png

Opening the email record it shows no entry in from or To:

pastedimage1591658600637v3.png

Anyone got any suggestions how to get the email sender included? Here's the emale update action:

pastedimage1591658756233v4.png

Many thanks

John

  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,341 Moderator on at

    Hi partner,

    As we know, the From and To field in email form are party list fields(special lookup field), and if the sender is not a record like contact, account, queue or user in D365, it will not be stored in From and To field.

    But I also found that if we track the emails from Outlook to D365, the From and To will show the sender with a card.

    pastedimage1591672003133v1.png

    pastedimage1591672032365v2.png

    So you could track all the email messages in your shared mailbox to D365 to show the sender in both email form and timeline.

    Regards,

    Leo

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