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Service | Customer Service, Contact Center, Fie...
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Case creation using Outlook connector - pulling in Subject line

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Posted on by 10

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)
  • LeoAlt Profile Picture
    16,331 Moderator on at

    Hi partner,

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

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

    pastedimage1571983980532v1.png

    Make sure the "subject" is on the form.

    pastedimage1571983999145v2.png

    MicrosoftTeams_2D00_image-_2800_2_2900_.png

    Hope it helps.

    Best Regards,

    Leo

  • drbell76 Profile Picture
    10 on at

    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?

  • LeoAlt Profile Picture
    16,331 Moderator on at

    Hi partner,

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

    pastedimage1572832815698v1.png

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

    Best Regards,

    Leo

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