Regarding field is empty in Email Message event it is related to a Case

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Posted on by Yan Naing

Regarding Field is empty for some emails even those emails are related to specific cases.

I am trying to "Resolve" the case when an email with specific domain replies to the conversation.

But the regarding field is empty and can't get the related case to resolve.

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Dengliang Li Microsoft Employee on at

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Hi,

Are there any error messages similar to the following when you solve the case?

If there are any error messages, could you provide them?

Do you mean the email record with an empty Regarding field value in the picture appears on the case timeline?

In my testing, the case cannot be used as sender, recipient, CC or BCC.

When an email's Regarding field is empty, it will not be associated with any case.

Best Regards,
Dengliang Li

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Verified answer

Daivat Vartak (v-9d... 7,841 Moderator on at

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Hello Yan Naing,

The regarding field of email will only be populated if the email you are receiving is a response to an email that was triggered/created from D365.

If you are generating the email from CRM manually or using Workflow/Power Automate Flow, you have to populate the field as part of automation, the value will not be pre-populated.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me.

Best Regards,
Daivat Vartak

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Yan Naing 23 on at

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Cases are created by Record Creation Rule. I thought the following action perform to put regarding data to the email message. But there is no regarding in email messages including the first mail of email loop which creates case.

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