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When using the form, if I try to select a 'Sender' in from field on Dynamics 2015, only User and Queue are avilable as options. We have a case where we need to set this to be a contact. Is there a way to do this, possibly via a plugin?
The reason is I'm working on a case management / service process for a fellow team and the preference is to only create cases automatically where the incoming email to the service team is from an existing contact.
Incoming emails from someone not already on the database are displayed in a view 'Emails from Unknown Source'.
I've made a dialog to allow the team to escalate an incoming unknown source email, and it creates a new contact and a new case (regarding the contact) and sets the regarding field on the original email to be the new case. So far so good.
But the original email shows as coming from an unresolved source (email address in red). I'd like to be able to have that From field set to the newly added contact.
How to do this on this version (2015 on prem) or is this simpy not possible?
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Hi Mohammed,
You cannot set "Sender" as Contact as there are only 2 options i.e. either user or Queue. This "Sender" composite field is designed to accept either User or Queue. There is one unsupported way to achieve this but it may create problems while upgrading your environment.
What you need to do is as follows:
1. Create a new solution and add in the 'from' field from the email entity - just that nothing else from the email entity
2. Export the solution as an unmanaged solution
3. Edit customizations.xml and look for the line that says
<LookupTypes />
Replace that line with:
<LookupTypes>
<LookupType id="00000000-0000-0000-0000-000000000000">8</LookupType>
<LookupType id="00000000-0000-0000-0000-000000000000">2020</LookupType>
</LookupTypes>
4. Put the new customizations.xml back in the solution zip file replacing the existing one
5. Import the solution back in CRM.
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