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Hi,
Our service team uses the CRM outlook addon to convert emails to cases. The emails are tracked in CRM and set as regarding to the cases. The description of the case stays empty during this converting as this is not directly supported in this action. This is not a problem for our support team but our users complain that they can't directly read why the case was created for them. I tried to fill the case description with the content of the email but when the email contains a back and forth conversation before converting i get an error that the workflow is exceeding the maximum input of the case description.
Is there a way to truncate or trim the content of the email to fit the maximum input of the case description?
How bad would it be to increase the maximum input length of the field?
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Thank you, I think we should accept that this is not easily possible and that the service team is responsible for creating these cases. Because if I read your response correctly, in the end we will have to maintain this script/custom workflow from time to time. I think that is not the desired situation we want to go to.
Cheers,
Unfortunately there's not a particularly easy way to do this. In the past we tried creating a custom workflow activity that would read the body of the email and try and put it into case description. We got reasonable results by including code to strip out html tags, and to ensure we didn't exceed the max field size, but it wasn't perfect, and often still need manual attention
Thank you Wayne for reaching out. We do have a portal in place. However, a large portion of our customers have the preference to email initially and then switch to the portal later. But I think I have to instruct the service team to fill the description their selves instead of letting everything be done by the system.
I know this isn't exactly the direction you're asking, but there is a whole Customer Service Portal you could turn on for Dynamics. Then the people submitting the case can actually get those details, and provide more feedback and the like. For your needs, it would mostly be out of the box, aside from branding the site for your company.
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