Change the default From address when Replying to an email

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Good day.

I need to change the From address to reflect the queue's address rather than the user that initiates the email from a case.

I have found this solution: http://dynamicsobjects.com/Knowledgebase/tabid/97/Post/317/Populate-the-Email-FROM-field-with-the-Email-address-of-the-user-s-Queue

The problem is that it only works when a new email is created. Can someone please assist me to have it work for forwarded as well as replied to emails.

We are currently running on Dynamics CRM 2013.

Kind regards,

Gerrie

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Aiden Kaskela 19,696 on at

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Hi Gerrie,

A workflow would help fix that problem, since you can configure it to run on create or update of the email. You may need to set it as a synchronous workflow, but from what I've read, an async workflow should work just fine.

Set up the workflow to run on create and update of an email record. Check to see if the email is outbound, and if you only want it for some users then check for that as well. You may need to put the email in Draft status to update it, but otherwise you should be able to set the From user with no problem.

Hope this helps Gerrie. If so, it would be much appreciated if you marked this as the verified answer.

Thanks,

Aiden

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Hi, Aiden.

Please excuse me, I am new to customization on CRM.

First thing: Synchronous vs Asynchronous. Is synchronous the setting to run the workflow in the background and asynchronous the on-demand process?

Second thing: I can set up the workflow to start when a record is created but I am not sure how to set it for updates on a record.

I really appreciate your assistance. Thank you.

Kind regards,

Gerrie

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Aiden Kaskela 19,696 on at

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Hi Gerrie,

Synchronous and asynchronous workflows can both either be triggered or run on demand. Asynchronous workflows will run in the background and finished at some point while you're doing other stuff, synchronous will run and you can't do anything while it's running. You would use one vs the other depending on when you need the action completed - if it has to be done before some other thing happens, use synchronous.

For a workflow to run on update, select the option "Record fields change" and select all the fields. Typically you'd only want a workflow to run when a given field changes, but in this case I would do it no matter what.

Hope this helps,

Aiden

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Hi Aiden

I am not sure what I am doing wrong but I just cannot get the workflow to work.

I have set up a workflow with an organization wide scope and to run when the record is created or any of the fields change. The target entity is Email and the workflow is being activated as a process.

It checks if the email is outbound and (just for testing) if the creating or modifying user is me. Then it is set to update the email status to Draft followed with an update to the from field.

Any advice you may have will be highly appreciated.

Kind regards,

Gerrie

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Aiden Kaskela 19,696 on at

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Hi Gerrie,

What happens when the workflow runs? A when a workflow runs a system job is created for the record. By default, they are deleted when it runs but for troubleshooting you can turn that off by editing the workflow and deselection that checkbox. After your workflow runs you could find the system job by doing an advanced find or from the Settings area. When you find the system job, it will show you the execution path through the workflow. This will help you verify that your check conditions are correct and that it followed the logical path you expect. There will also be error details if it failed.

Thanks,

Aiden

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Hi, Aiden.

The system job succeeds but somehow the workflow is doing what I would like to achieve. Apparently it is working but not the way I want it to.

I am now thinking that my problem would be where the update of the email's from field happens. Do you have any suggestions on how to set it up so that the from field is equal to the queue the user will be sending/replying/forwarding from.

Also, would the ownership of the workflow have an influence?

I really appreciate your patience and efforts.

Kind regards,

Gerrie

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Aiden Kaskela 19,696 on at

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Hi Gerrie,

Would you mind including a screenshot of your workflow steps and the update properties? I want to try and recreate it in my environment and play around with it.

Thanks,

Aiden

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Hi, Aiden.

Here is the screen shot of the workflow. Under the "Record fields change" I have selected all the fields:

Here is the Update of the email record:

Thank you so much for all your trouble.

Kind regards,

Gerrie

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Aiden Kaskela 19,696 on at

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Hi Gerrie,

Just want to rundown to scenarion again so I understand what you're looking for:
Any time an email is sent, if it's from a user, update the email so it's from the User's queue.

If that's the case, I think I see the updates you'd need to make.

1) In the check condition, you're looking at who created or modified the email. This may be right, but you can guarantee it by changing it to Sender (User), User, Equals, {whomever}. The Sender (User) is the From field, if the field is set to a user. If it were from a queue, that 'field' would be empty and 'Sender (Queue)' would have a value.

2) In the updates to the email, it looks like you selected "Sender (Queue)", "Created By". As with above, Sender (Queue) is that field, if it were set to a queue. So what we're saying here is "Set the from field to the person who created the queue". Since we're concerned with emails from a user, we know that the Look For field should be the Sender (User) field, and from there we want to fill in the Default Queue. Here's a screenshot of what the Update step should look like.

Let me know if this doesn't do it for you. I'm out of town for a wedding this weekend, but I can jump back in when I get back.

Thanks,

Aiden

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Aiden Kaskela 19,696 on at

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Just another small tweak - when I said to check all the fields in the Record Fields Change, it will work, but it's unnecessary to check them all. If you want it to run on every update you can just change it to check for when Modified On changes.

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