Email Body Being Removed

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Posted on by Jennifer Swanberg

Hello,

I have a workflow that sends emails to our users notifying them of an activity. I recently created a new workflow that sends an email to a new user and when testing discovered that the emails being sent have an empty email body. After doing some more digging I realized that the original workflow that had been created quite some time ago, had been sending empty emails since 8/16/2016. We upgraded to Dynamics CRM 2016 on 8/13/2016. I'm not sure this has anything to do with it. After even more digging, I was able to pin point the exact date and time that the body of the emails began getting removed. What is weird is there is an email from 8/16/2016 at 10:50AM with a body and an email from 8/16/2016 at 10:50AM WITHOUT a body. Every email sent after 10:50AM had been blank. Now the reason why I say it's being removed is because after the workflow is run and I view the activities I can see the text in the description column but after I refresh the view, the text is gone. Please see the screen shot below:

After the workflow was run:

After the view is refreshed:

I have tried deleting the "Send Email" criteria in my workflow and recreating it. I have tried copying the text in the email, pasting it to Notepad, copying it again and pasting it back into the email message.

I originally created the workflow in IE and since been modifying it in Outlook.

I created the workflow in our Sandbox environment first, and all the emails have a description/body. However, they are all stuck in Pending Send Status because I do not have our Sandbox environment synced with my Outlook.

I know this is really long and may be confusing, but I welcome any suggestions!

Thanks!

Jennifer

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Answers (1)

TomSmelser 1,570 on at

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RE: Email Body Being Removed

Hello,

This is a very late response to this message. But I recently experienced this. Maybe my response will help someone.

Here was my fix that worked:

1.Edit your workflow and edit the email description (the body) and hit backspace to make sure no text exists.

2.Select the "{Clear}" field operator and make sure it inserts into the message body.

3.Save and close your workflow.

4.Edit it again and place your cursor in in the description (the body) and delete the "{clear}" operator.

5.Save and Activate and test your workflow to verify.

Good luck!

Tom.
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Nithya Gopinath 17,074 on at

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RE: Email Body Being Removed

Hi Jenniffer,

Try using a different browser. Refer the discussion below:

https://community.dynamics.com/crm/f/117/t/123548

Hope this helps to solve your issue.

Thanks
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PS 23,577 on at

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RE: Email Body Being Removed

Hi There,

I could not identify any reasons for this to happen.

I would request you to raise a ticket to Microsoft and get it resolved.
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Community Member Microsoft Employee on at

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RE: Email Body Being Removed

Hello Jennifer Swanberg ,

I have done a little bit research on this topic and I found a similar case being posted recently.
Refer this link :
community.dynamics.com/.../216961
I also found that both of you are using Dynamics CRM 2016 update 1 and are facing the same issue. So I end up thinking it as a common issue being faced for CRM 2016 update. I would suggest you to raise a service issue to the Microsoft Support Team regarding this, as I find it as a major and strange issue.

Hope this helps :)

Thank you

Please do verify the answer if you find it helpful:)
Jennifer Swanberg on at

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RE: Email Body Being Removed

After workflow was run:

After view was refreshed:
Jennifer Swanberg on at

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RE: Email Body Being Removed

My screen shots didn't make it in the post. This is after the workflow was run: