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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email: Unresolved fiel...
Microsoft Dynamics CRM (Archived)

Email: Unresolved field 'from' is displayed in blue font color

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Posted on by bernhards 421

We have a strange issue that sometimes new received Emails are not highlighted with a red font color if the address is unresolved. (We think it is since the update on version 8.2.5.4) Here is a picture showing it:

On the right side you can see the popup to resolve the email address.

As you can see the field 'from' ('Von') is blue. But a click on it opens a popup that shows that the email address is not resolved. That not only leads to confusion it also crashes a plugin. The email address did not exist as a contact - no problem of duplicates. Any ideas how to fix that?

(The emails are only received by a queue and no converting-to-case happens.)

*This post is locked for comments

  • Suggested answer
    Dc1 Profile Picture
    Dc1 220 on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    can you try to enable old/legacy form rendering ?

    in general administration

  • Dc1 Profile Picture
    Dc1 220 on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    Hello I have the same. for incoming email the from is in blue while it s unresolved. The behavior is still correct, i can still resolve manually.

    Version 8.2

    do you found the solution ?

  • Suggested answer
    Priyesh Profile Picture
    Priyesh 7,396 User Group Leader on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    Creates either a Contact or a Lead.

  • bernhards Profile Picture
    bernhards 421 on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    Thanks for the hint with the browser, I did a second test with the edge browser and the same issue appears:

    3531.emailfromnotresolved.png

    The CRM should normally create a contact for unknown email addresses -> I am right?

  • Suggested answer
    Priyesh Profile Picture
    Priyesh 7,396 User Group Leader on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    I see. Pretty weird one off issues.

    I think best if to open a support ticket with Microsoft.

    Side-note: Check in a different browser, maybe.

  • bernhards Profile Picture
    bernhards 421 on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    Hi Priyesh,

    thank you for that hint. I checked the themes but I could not find a color for unresolved emails. Only the link colors that are set from blue to light blue.

    Thanks,

    Bernhard

  • Suggested answer
    Priyesh Profile Picture
    Priyesh 7,396 User Group Leader on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    Hi Bernard,

    Can you check Themes under customization to check what all colors are set? I still don't think this might be the issue thought.

  • bernhards Profile Picture
    bernhards 421 on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    Hello Tyler,

    thanks for your answer. My question is about e-mails that are received and not send. Anyway the setting is already set to Yes. Any other ideas?

    Thanks,

    Bernhard

  • Suggested answer
    TylerS.Dev Profile Picture
    TylerS.Dev 725 on at
    RE: Email: Unresolved field 'from' is displayed in blue font color

    Try go to setting->Adminstration->System Settings

    Go to Email Tab, check if "Allow messages with unresolved email recipients to be sent" is marked as Yes, if not, mark it as yes.

    Please mark as verified if this resolve your issue.

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