Customizing Case Entity with email field

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We have added a custom field to the CASE entity and it is defined as type "Single Line of Text". We would like to be able to create a process/ workflow that sends an email to the address stored in this custom field. We are unable to complete a lookup to this custom field on the email template. I am trying to enable the CASE entity to "Send Email" in the Communication and Collaboration attribute of the entity. It is greyed out and I cannot update this attribute. I do have System Admin and System Customizer roles. Is it possible to enable "Send Email" on the Case Entity? I have read one blog entry that states this is not possible. Please can someone confirm this?

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PS 23,577 on at

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Go to your custom field and select format as 'Email', that would solve the problem

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Community Member on at

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Thanks. But the field is already enabled for email. It’s the Case entity that needs to be enabled. It appears that I can’t edit that attribute “Send Email”. If the entity is not set to “Send Email”, it will not be an option in the Email Template lookup on the “To” field. If the entity is enabled for email, then it appears in the drop down/ lookup. By default, User, Contact, Lead, Account appear as an lookup option as these entities have a field that captures an email address. And the entity is enabled to “send email”. I am trying to make the CASE entity enabled for email.

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PS 23,577 on at

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Case entity is enabled for activities by default. Post a screenshot so that we can understand what you can't do?

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Mahadeo Matre 17,021 on at

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No, you cannot enable Send Email on case entity.

but as Prashant said you can create activities for case entity.

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PS 23,577 on at

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You will not be able to send an email on the custom field which you have created.

its better to store your email ID on the Account/Contact of related case and then you can send email.

You can also store this email id in case(customer{Account/Contact}) preferred facility/equipment

Thats the only way you can send an email out to a case

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Community Member on at

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Thank you for your help. We will have to come up with another approach

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PS 23,577 on at

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See if this help:

msdn.microsoft.com/.../gg509055.aspx

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