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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
Hi,
Please, Refer to this link: community.dynamics.com/.../automatically-send-emails-from-a-queue
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?
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.
Test Result:
Regards,
Leah Ju
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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.
RegardsGeorgios
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".
Is there maybe a general setting for this?
Thanks and regards
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:
Check if the queue entity has been added, if not, you can add it in the 'Components' pane.
Expand 'Entities' to select queue.
Save and Publish it.
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"...?
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.
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)
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 regardsGeorgios
Looking forward to you sharing with us!
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
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