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Can you track an email to a resolved case within d365

Posted on by Microsoft Employee

Hi,

My users are trying to track emails to a case that is in resolved status but are unable to. Wanted to know if this is possible and if possible, do I need to do anything to get achieve this.

Thanks.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Can you track an email to a resolved case within d365

    Hi Leah Ju. Thanks, this works for me.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Can you track an email to a resolved case within d365

    Hi Partner,

    Has the problem been solved? Any updates?

    Please click Yes under "Did this answer your question?" to close this thread.

    pastedimage1604890731112v2.png

    Thanks. 

    Regards,

    Leah Ju

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

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Can you track an email to a resolved case within d365

    Hi Meluhan,

    If you want to track email to a resolved case, you can select case in ‘Regarding’ field.

    pastedimage1604558724574v1.png

    Click Case and it will show default view of the case, if you not find resolved case in the view, you can click Change view button to select one view that include resolved cases (All Case).

    pastedimage1604558747493v2.png pastedimage1604558752700v3.png

    if they track Emails to a Case using Dynamics CRM for Outlook App.

    You can also set regarding to select resolved case by clicking Change View button.

    pastedimage1604559097821v4.png pastedimage1604559104673v5.png

    pastedimage1604559118897v6.png

    Regards,

    Leah Ju

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

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