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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to pre-fill the "T...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

How to pre-fill the "Title" field in the "Convert to Case" dialog from the Email Subject?

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Posted on by CU05051202-0

Hi Community,

I am working on a Dynamics 365 Customer Service implementation and I have the following scenario: When a user opens an Email activity and clicks "Convert to Case", a dialog box appears with fields like Customer and Title (Betreff). The Title field is always empty — it does not automatically pull the subject from the email. I have already built a Power Automate flow that fills the Case Title after the case is created, which works fine. However, the ideal user experience would be to have the Title field pre-filled in the Convert to Case dialog itself, so the user can see and edit it before confirming.

My questions:

1. Is it possible to pre-fill the Title field in the Convert to Case dialog using JavaScript or any other customization?

2. Is there a supported way to customize this system dialog in Dynamics 365 Customer Service?

3. If not natively possible, what is the recommended approach to achieve this user experience? Environment details: - Dynamics 365 Customer Service - Convert to Case dialog triggered from Email activity Any suggestions or workarounds are welcome! Thanks in advance.

Screenshot 2026-05-05 140337.png
Categories:
Dynamics 365 Field Service
Dynamics 365 Customer Service
I have the same question (0)
  • FSRon Profile Picture
    FSRon 78 on at
    I think what you need is a entity field mapping.
     
     
    If you can map from the email subject to the case title (they're both single lines of text, so that should work)
    then the case title will be populated. The same "technology" is used to populate your account on a contact when you create the contact from an account (for example)
  • Suggested answer
    Robert Bailey Upzoids Profile Picture
    Robert Bailey Upzoids 66 on at
    hi there, my initial instinct would be to use a Power AUtomate flow that looks at the regarding email's subject after the fact.  But you've already done that if i understand correctly.  YOu want to be able to edit it before the case is created.

    WHy not just edit it....after the case is created?

    But let's say that's not a good UX - ok.

    Two choices

    1. Create your own custom dialog to convert an eamil to a case and edit it however you like: https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/use-command-designer

    2. CUstomize the email to have a title field and use field mapping or power automate to map that to the case title, instead of the subject line.

    You can't customize the OOTB dialogue to my knowledge.  I googled it and asked AI and that seems to be the case.
     

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