Adding Emails to Dynamics Case Timeline

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Posted on by Apajove

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:

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.

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

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

Many thanks

John

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LeoAlt 16,331 Moderator on at

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RE: Adding Emails to Dynamics Case Timeline

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.

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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