Case creation using Outlook connector - pulling in Subject line

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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

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LeoAlt 16,331 Moderator on at

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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

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drbell76 10 on at

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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?

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LeoAlt 16,331 Moderator on at

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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

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