Turn off forwarding

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Posted on by SB-08051316-0

Hi, is it possible to turn off the ability for users to forward an email within a case in Dynamics 365. Or is there a way to make a pop up window warning users to not use the forward option? I'm asking because for some reason when someone forwards an email to our customer service email it doesn't get delivered, but doesn't give an error message or anything so the user thinks it went through.

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RudyZhang Microsoft Employee on at

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Hi,

We have analyzed your requirements and unfortunately, we were unable to find a way to "disable the ability for users to forward emails in cases in Dynamics 365".

If you need to create a reminder message, you may need to use JavaScript and we recommend that you consult your organization's IT staff.

Here are some examples.
function myAlertFunction(executionContext) { var formContext = executionContext.getFormContext(); formContext.ui.setFormNotification("DO NOT USE FORWARD EMAILL", "INFO", "1"); }

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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Emino273 19 on at

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Hi Sarah,

it's possible to turn off the ability to forward an email from a case.

The case has a timeline from which the user can Reply - Reply All - Forward the email; that said you can modify the available buttons:

Open the case form you're using from make.powerapps.com

Click on case Timeline and select from the right pane under Activity types the entity Email

Then you can uncheck the flag on Forward

Save and publish

Before change:

After change (Forward option not visible)

Then if you plan to remove this option also from within the email, you have to customize the ribbon of email entity and hide the Forward button.

Hope it helps you.

Emanuele

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