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How can a user send a mail and enter a queue as the sender?

Posted on by 50

Hello,

our users want to send emails from CRM and they want to enter a queue as the sender.
I cannot select a queue in the "From" field of an email from in CRM.

Is this possibe?

If so, what settings do i have to make for this?

Thanks and best regards

Georgios

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hi gofa,

    I am glad your problem has been solved and thank you for sharing!:)

  • Suggested answer
    gofa Profile Picture
    gofa 50 on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hello all,

    first of all I apologize for my late feedback.

    Microsoft has solved the problem:

    "At least we have good news this time around, please add the below to your URL to include QUEUE to the “from” field;

    https://{Environment URL}/api/data/v9.1/RemoveActiveCustomizations(SolutionComponentName='AttributeLookupValue',ComponentId=xxxx)"

    Thanks for your support and best regards

    Georgios

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How can a user send a mail and enter a queue as the sender?

    Looking forward to you sharing with us!

  • gofa Profile Picture
    gofa 50 on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hello Leah,
    thanks again for the good tip.

    That did not lead to success either.
    If I add a "LookupType" tag for the queue from the file, it is ignored.
    I have removed the "LookupType" tags for account and contact as a test and that worked.
    It seems that the "From" field has a general problem with the queue.

    I have opened a case to Microsoft about this.
    I'll get back to you as soon as I know more.

    Thanks and best regards
    Georgios

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hi gofa,

    It's so strange.

    By default, The From field of the email can display both queue and user types in the Customer Service Hub app.

    3733.pastedimage1626851555861v2.png

    Have you done customizations to it?

    Maybe you can refer following link to check if Queue LookupType  exsits.

    Allow only queue or only user record in from field of an Email in Dynamics 365/ CDS. And it's not using unsupported scripts - Debajit's Power Apps & Dynamics 365 Blog (debajmecrm.com)

    Regards,

    Leah Ju

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

  • gofa Profile Picture
    gofa 50 on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hi Leah,

    we use Dynamics 365 online and work with a custom app by default.

    I tried your tip with our custom app and with the "Customer Service Hub" app.

    In both apps the queue table was already there.

    Is there maybe a property in "Exchange" or in the "Org DB Settings" or CRM "Admin Settings"...?

    Thanks and best regards

    Georgios

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hi gofa,

    Can you tell me what app are you using now?

    Maybe you can check the queue entity has been added to the app.

    Opening the app designer:

    4034.pastedimage1626744608451v1.png

    Check if the queue entity has been added,  if not, you can add it in the 'Components' pane.

    0640.pastedimage1626744689222v2.png

    Expand 'Entities' to select queue.

    4617.pastedimage1626744877753v3.png

    Save and Publish it.

    Test Result:

    3056.pastedimage1626744990274v5.png

    Regards,

    Leah Ju

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

  • gofa Profile Picture
    gofa 50 on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hello Leah,

    that's exactly what I'm looking for.

    I am system administrator and should have all the necessary rights to the queue table.

    Unfortunately, the queue is still not displayed in the lookup field "From".

    2021.Screenshot.jpg

    Is there maybe a general setting for this?

    Thanks and regards

    Georgios

  • gofa Profile Picture
    gofa 50 on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hello Ossama,

    thank you for your answer.

    No, that is not what I mean.
    I want to send a mail manually via the e-mail form on behalf of a queue.

    Regards
    Georgios

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How can a user send a mail and enter a queue as the sender?

    Hi gofa,

    Based on your description—“I cannot select a queue in the "From" field of an email from in CRM”.

    So the queue type doesn’t appear in the from field of the email,only show users, just like following screenshot?

    8233.pastedimage1626671971025v1.png

    If so, you need open the security role that assigned to these users to check if 'Read' sufficient permissions are given on the queue entity.

    Go Settings > Security > Security role to open one role that have assigned to users.

    3036.pastedimage1626673540574v6.png

    Test Result:

    8117.pastedimage1626673104029v5.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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