How to use a contact field for an email case templates

(0) Share

Report

Posted on by Community Member

Hello,

I am trying to use an email template send out a case related information.I have selected {!Contact:Firstename;} & {!Contact:Lastname;} but instead ofbeing shown in my email message, they are empty. Does anybody know where this problem could come from?

Thanks and best,

Amber

*This post is locked for comments

I have the same question (0)

All responses (6)

Answers (1)

Suggested answer

razdynamics 17,308 User Group Leader on at

Like (0)

Report

RE: How to use a contact field for an email case templates

Hi Amber, Maybe your selecting the wrong contact entity Slugs from the Email template, Maybe try selecting the Parent Customer lookup field instead or primary contact?

Was this reply helpful? Yes No
Verified answer

PS 23,577 on at

Like (1)

Report

RE: How to use a contact field for an email case templates

Hi Amber,

While you are creating a template for case; when add fields to it, I guess you have selected 'Contact' under entity and First/Last name under fields. this is incorrect for case template.

You have to select 'Case' under entity and 'Contact' under field, for this to work as shown below:

Or you should select 'case' under entity and 'customer' under field, if you might send this email to accounts or contacts depending on who your customer is.

Was this reply helpful? Yes No
Suggested answer

Yadnyesh Kuvalekar 4,102 on at

Like (0)

Report

RE: How to use a contact field for an email case templates

Hi,

Please refer below blog:

www.crmsoftwareblog.com/.../dynamic-values-custom-entities-email-templates

Also, seems like you have made spelling mistake in First name field. You have put Firstename

Was this reply helpful? Yes No
Community Member on at

Like (1)

Report

RE: How to use a contact field for an email case templates

Hello Prashant,

thanks a lot for this information. I really have selected "Contact" as you have described. If I choose 'Case' under entity and 'Contact' under field, i will not be able to choose custom fields e.g. letter salutation. I will add a new custom field and fill it with a wf.

Best, Amber

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

RE: How to use a contact field for an email case templates

Hi Prashant,

unfortunately the Workflow is not a solution becaus this will slow down the system. When I choose Account as you mentioned, I am indeed not able to choose the letter salutation from my Contact. Do you have an idea how to add the Letter Salutation to the case email template?

Thanks and best,

Amber

Was this reply helpful? Yes No
PS 23,577 on at

Like (0)

Report

RE: How to use a contact field for an email case templates

Hi Amber,

Can you please elaborate, I did not mentioned workflow any where

Was this reply helpful? Yes No