Field is not showing in dropdown list

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Posted on by Serge Niazi

I am using customer service hub.

creating a new process.

the process is meant to if meet the condition to send an email.

This part works.

However, in the email I would like to include the field which I have created and label called case category and field name: new_casecategory. The field name is set to searchable and security field is disabled.

In the actual cases form I can see this field and have added it to the form.

However, the issue is when I want to use this field in email its not in drop down list.

what am I doing wrong?

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Dynamics 365 Customer Service

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Eugen Podkorytov 172 on at

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Hi Serge,

I assume in your case this will mostly be dependent on the field type that you set for new_casecategory. I tested it and found out that the same behaviour was found using multiple choice field type. You can read more about it here https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/configure-workflow-steps?view=op-9-1

I hope this helps!

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