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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM 2016 EMAIL TEMPLAT...
Microsoft Dynamics CRM (Archived)

CRM 2016 EMAIL TEMPLATES - Filter the templates depending on a custom field value in CASE entity

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Posted on by Community Member Microsoft Employee

Hello

I have a lot of email templates in the Case entity. There are different product types in the Case entity so email templates are specific to different product type. We have users who choose the wrong email templates when sending an email through the activity panel. I am looking for a way to apply a filter on email templates (in the window below) according the product type chosen.

I feel we cannot change/customise this, but if you can suggest me an alternative way to handle this scenario it will be helpful.

Templates.JPG

Regards

Bab

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  • ashlega Profile Picture
    ashlega 34,475 on at
    RE: CRM 2016 EMAIL TEMPLATES - Filter the templates depending on a custom field value in CASE entity

    There was an interesting discussion here:

    community.dynamics.com/.../152576

    It may not be worth the efforts since that would involve quite a bit of development; however, you could probably create a web resource where you would display only those templates which are "valid" for the case, add that web resource to the case form, and, then, once a user has selected a template in the web resource and clicked a button (in that web resource), you would use the approach described in that thread to create an email.

    PS. Sorry, just realized that's what Scott said. It's probably just the link which is useful in this answer then.

  • Suggested answer
    ScottDurow Profile Picture
    ScottDurow 19 on at
    RE: CRM 2016 EMAIL TEMPLATES - Filter the templates depending on a custom field value in CASE entity

    Hi,

    As you say - you cannot customise this screen and so you would need to create an entirely custom screen for adding templates which really isn't a good idea.

    Perhaps  a simple naming convention might be the answer so that users can easily identify the correct template.

    Hope this helps

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