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Email notifications send through "Track my Technician" feature

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Posted on by HartmutE

Hello,

we are currently setting up a "Track my Technician" portal (we are not planning on providing self-scheduling at this time), and I have an issue/question regarding the emails send to the customer.

The email body includes links to a few icons (i.e. https://ccafsc2dev.blob.core.windows.net/fsc2icons/check.png), but they do not show in the email.

Trying to access the icons directly through the link will result in an AuthorizationFailure.

Are we missing a configuration setup or do these links no longer work?
How are these emails created? Is there an email template that is used by Dynamics 365 and where is it stored? Is there any supported way to customize the emails (replacing the icons)?

Thank you!

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Dynamics 365 Customer Service

Dynamics 365 Field Service

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Holly Huffman 6,538 Super User 2025 Season 2 on at

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I think this question was posted twice :)
below is the response (also added to the other question).

Good morning, afternoon, or evening—depending on where you are in the world!
Hope you're doing well.

Thanks for your question about the email notifications sent through the Track My Technician feature in Dynamics 365 Field Service. Based on internal and external findings, here’s what’s going on and how to address it:

Issue: Icons Not Displaying in Emails
You're seeing broken image links in the customer emails—specifically, icons like https://ccafsc2dev.blob.core.windows.net/fsc2icons/check.png return an AuthorizationFailure when accessed directly. This is a known issue and has been reported by others in the Dynamics community

Why It Happens
These icons are hosted in an Azure Blob Storage container that is either:

Private (requiring authentication), or

Using an expired or invalid Shared Access Signature (SAS)

When the email is rendered by the recipient, the image request fails because the blob is not publicly accessible.

How to Fix It

Use Publicly Accessible Image URLs
Replace the icon URLs in the email template with links to images hosted in:

A public CDN

A public Azure Blob container with anonymous read access

Customize the Email Template
The Track My Technician emails are generated using a system-managed template. You can customize this by:

Going to Field Service > Settings > Customer Portal > Track My Technician Settings

Editing the email content directly in the configuration record

Verify Blob Storage Permissions
If you want to continue using Azure Blob Storage:

Ensure the container is set to allow public access

Or generate a valid SAS token with read permissions and embed it in the image URL

Note: I collaborated with AI to help craft this response and ensure it’s as accurate and helpful as possible.
Hope this helps some!

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HartmutE 28 on at

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Yes, this is a duplicate.

Here is a link to the other post where I left additional comments.

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