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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case Resolution fields...
Microsoft Dynamics CRM (Archived)

Case Resolution fields into email template

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Posted on by RandyRAIR 25

How do you bring the case resolution details into an email template?

We are using CRM 4.0 and send an email to select individuals when a case is closed. These users are requesting the resolution information be included in the email. Can see where it is stored but we are missing how to bring that into an email template as it is not presented as an option that we can see.

Thanks for any help or hints

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  • Hudey123 Profile Picture
    Hudey123 305 on at
    Re: Re: Case Resolution fields into email template

    Yes, this seems so incredibly lame... why can't you just add an entity or activity's 'notes' field dynamically using the Form Assistant?

     The only thing I can think of is to create a new Attribute for the Case entity - make it a text entry box - add it to the main Case form - have your users put a quick description of the resolution in that box - then add that attribute's value to your e-mail using the Form Assistant.

  • DigitalSon Profile Picture
    DigitalSon 20 on at
    Re: Case Resolution fields into email template

    I too am looking to add this functionality via a workflow.

     Can anyone advise how to do so?

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