D365 for Outlook - acting as a user

(0) Share

Report

Posted on by Community Member

We'd like to give some our users the option to use the D365 app in Outlook to handle Cases in their queues, whether the Case came from a mailbox or from elsewhere.

Currently, we have a number of teams who use shared mailboxes with folder-level tracking to only handle cases that are appropriate for Dynamics (i.e. not internal comms). We still want to track Worked By and Resolved By for SLA purposes; the problem is that the app uses the mailbox user for everything. So if I'm resolving a Case while accessing the app from the mailbox "example1@example.com", it will mark the Case as resolved by example1@example.com instead of my personal user (Joshua Vicente).

Is there any way to use Impersonation or Delegation to get around this? Ideally in a more automated way than having the user manually set themselves as the resolver/worked by/whatever else.

Hope the above makes sense, but please ask if you need any further clarification.

I have the same question (0)

All responses (1)

Answers (0)

Suggested answer

Community Member on at

Like (0)

Report
Copy link

Link copied!

Hi Joshua,

What you want is changing user that shown in the following screenshot?

It is one text of the post, the post can show some crucial information and can be auto generated by the system.

If you want to change user of the text in the post, maybe you can try to use workflow to delete original post and create new post with text you want.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Was this reply helpful? Yes No