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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Email template placeho...
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Email template placeholders in hyperlinks/URLs are not being replaced

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Posted on by Jos Simplesat 10

Hello,

I've made an email template in which I'm embedding a hyperlink to a different webpage containing data from a MS dynamics case. However, it looks like email template placeholders aren't updated in a hyperlink's url. They only seem to work when they're in the email as plain text.

Here's an example of my email template.

At the top there's a {!Case:Case Number;} variable, and under there there's text with the {!Case:Case Number;} in the hyperlink URL.

pastedimage1674124091362v1.png

When I actually use this email template in an email it only seems to replace the top variable, the bottom one will just point to '{!Case:Case Number;}', instead of the actual case number

pastedimage1674124337696v3.png

Is there a way around this?

 

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  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 2 on at
    RE: Email template placeholders in hyperlinks/URLs are not being replaced

    Do you want to add a Case URL in the email ?

  • Jos Simplesat Profile Picture
    Jos Simplesat 10 on at
    RE: Email template placeholders in hyperlinks/URLs are not being replaced

    Hello Amit,

    Thanks for your response. Not really a case URL, I work for a company that specializes in customer satisfaction surveys. So, for example whenever a case gets marked as resolved in MS dynamics it should send a follow up email with a link to a survey on our website.

    The URL should eventually look something like this:

    api.simplesat.io/.../{!Case:Case Number;}/?source=microsoftdynamics&customer_email={!Case:Email Address;}&customer_first_name={!Contact:First Name;}&customer_last_name={!Contact:Last Name;}

    The idea is to set up a workflow to email this template automatically. The email works, but the placeholders in the URL aren't being replaced with the related ticket/contact information

  • Verified answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 2 on at
    RE: Email template placeholders in hyperlinks/URLs are not being replaced

    Here power automate can help. Where you can create this dynamic URL and then add it to the email with the content then send it to the user.

    Send me the email content I will help u to make it. 

  • Jos Simplesat Profile Picture
    Jos Simplesat 10 on at
    RE: Email template placeholders in hyperlinks/URLs are not being replaced

    Hello Amit,

    Thanks, I was just in the process of doing that myself actually. And that seems to have fixed my issue.

    In case anyone else is having this problem:

    Set up a flow in power automate to read a case with the "Microsoft dataverse" connector, then email that with the gmail/outlook365/mail connector.

    In the email body you can select placeholders, and then if you hover your mouse over them it'll display what those are actually called.

    For example, the ticketnumber placeholder is called triggerOutputs()?['body/ticketnumber']

    And this can be copy/pasted quickly in an email by putting it in curly braces and adding an '@' in front of there. So for example @{triggerOutputs()?['body/ticketnumber']} would be the eventual placeholder

    Thanks again,

    Jos

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