Case creation using Outlook connector - pulling in Subject line

(0) Share

Report

Posted on by drbell76

Greetings,

Currently when we create a case from email using the Outlook connector, the subject line is not coming over. Is there a setting or rule that needs to be set to allow this?

Thanks in advance for any input!

DRB

I have the same question (0)

All responses (3)

Answers (0)

LeoAlt 16,331 Moderator on at

Like (0)

Report

Hi partner,

You need to add the subject field on the quick create form of Case.

Go to D365 Settings->Customizations->Custom the System

Make sure the "subject" is on the form.

Hope it helps.

Best Regards,

Leo

Was this reply helpful? Yes No
drbell76 10 on at

Like (0)

Report

Hi Leo, thanks for that info- it was helpful. I see the subject field now, but the only option I have when creating a case from Outlook is to select "Default Subject". Is there a way to change that so it shows the email subject?

Was this reply helpful? Yes No
LeoAlt 16,331 Moderator on at

Like (0)

Report

Hi partner,

You could custom the subject record in Settings->Service Management->Subject.

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-manage-subject-tree

Best Regards,

Leo

Was this reply helpful? Yes No