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When a user navigates to a Contact >> related Case (the contact is a customer on the Case) >> Creates a new email activity from the case >>
Then:
- The Regarding is the related Case. I can go to the Case by clicking the Regarding field
- However, the To: field on the Email activity is also populating with the related Case record
- Since the Case itself doesn't have an email address this of course means it's not a valid email address.
- As you can see from the screenshot, contents of the To: field are in black letters with a head set icon. The record can't be clicked or opened
Questions:
- How is the To: field getting populated with the Case (Name)? I've looked at Javascript, Business Rules, Flows, Workflows, etc. and can't find anything that is setting this to Case.
- I would assume out of the box functionality would be to have the To: populate with the related Contact?
- If the business requirement was to populate the Email To: field with the related contact, how would that best be achieved? JavaScript?
Observations
- I don't know for sure but this was reported by the client within a week of Wave 1 2022 being installed in their environments.
- This is happening in both DEV and PROD environments
Thanks,
Jon Calkins
PowerObjects / HCL
This issue randomly resolved itself last Monday (5/9/22).
Now again today (5/16/22) the issue is happening again!
We have made no changes, no solutions have been deployed to PROD.
Hi,
You can write javascript on onload and fetch contact based on regarding using CRM.webapi.retrieverecord and then set the To field using below code
Thanks,
Bipin
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