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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Set "To" automatically...
Service | Customer Service, Contact Center, Fie...
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Set "To" automatically when creating a new email out of a case

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Posted on by MichaelFo96 141
Hello together,
 
 
I maintain a D365 in which it automatically fills us the /To/ of the email when a new email is created from a case.The account is used as a priority. If this is not available, it pulls the Contact. We would like to have the logic the other way around.
Unfortunately I can't find the logic anywhere. Neither under the /On Load/ events, nor in any web resources.
 
Can you tell me where the logic is hidden? Is this a default behavior which can't be changed at all?
 
 
Thank you in advance.
  • Suggested answer
    ShannonCRM Profile Picture
    ShannonCRM 496 on at
    Set "To" automatically when creating a new email out of a case
    For this reason, when we built our system, we used "customer" field as the Contact, and created a separate custom field to store the customer's account.  I am posting this not because it can help you - you're probably too deep in your current installation to make this change, but to help future people who are setting up new Customer Service instances. 
     
    It is always better to use "customer" as the contact, that is how Microsoft intended it, and all of the out of box features will work better this way.
     
    You can probably change the behavior (over-ride it) by writing on-load javascript to trigger when the Email form is in Create mode and it is regarding a case.
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Set "To" automatically when creating a new email out of a case
    Hi,

    This is the default behavior.
    The 'To' field is automatically mapped to the associated customer's email address.
    However, when creating an email in the Activity entity, the "To" field is not automatically populated and needs to be populated manually.
     

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