Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Adding Emails to Dynam...
Service | Customer Service, Contact Center, Fie...
Answered

Adding Emails to Dynamics Case Timeline

(0) ShareShare
ReportReport
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 16,329 on at
    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.

    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

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

photo of Muhammad Affan

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

thumbnail image of a pie chart section

Top 10 leaders for November!

Congratulations to our November super stars!

thumbnail image of the word Tip

Tips for Writing Effective Verified Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,431 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,503 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans