When sending a email from Cases I want the "To" field on the email to be the Contact field or a custom "Lead" lookup field instead of customer

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Posted on by MikeC282

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Hi all,

I've been trying to find a solution for this online but to no avail.

I've created a custom lookup field on cases pointing to Leads and what I wanted to do was when someone creates a email from the Case timeline, that it defaults the "To" field to the "Lead" field as opposed to the Customer field. The reason is that I want the customer field to store the Account.

Is there anyway to do this?

Kind regards,

Mike

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Seenivasan M 307 on at

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RE: When sending a email from Cases I want the "To" field on the email to be the Contact field or a custom "Lead" lookup field instead of customer

Hi,

Yes. You can update custom field value (contact or Lead Lookup field) to Email "To" by using JavaScript.

Please follow below steps,

Entity: Email

Event: On load

1. Get the Email record “Regarding Object” field value (must be case record (id). Since, you are trying to send email from case)

2. Retrieve your custom lookup field value from case record by using this case record id(regarding object, JavaScript- GET method)

3. Update the email “TO” with your retrieved custom file value(contact/lead lookup field)

Please mark my answer as verified if this solution meet your requirement/resolve your issue.
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gupta.ambar2009@gma... 797 on at

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RE: When sending a email from Cases I want the "To" field on the email to be the Contact field or a custom "Lead" lookup field instead of customer

OOB not possible...

write custom logic ..
Community Member on at

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RE: When sending a email from Cases I want the "To" field on the email to be the Contact field or a custom "Lead" lookup field instead of customer

Hey Mike,

We are into Dynamics 365 CRM Development. I hope the below links can help you overcome this problem. Please have a look. Also, you can email us your specific requirement at info@solzit.com

www.solzit.com/.../

www.solzit.com/.../
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Rawish Kumar 13,758 on at

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RE: When sending a email from Cases I want the "To" field on the email to be the Contact field or a custom "Lead" lookup field instead of customer

Hi Mike,

Its by design and i'm afraid there is no out of the way to achieve it. and if there is any, you may not want it because on email the to field should be customer id.

what you should do is. on Onload of the email page, you will have "case" record set. Take the id of the record and retrieve the lead and set it on the "to" field.

couple of examples how to do that:

you can use rest builder to generate the script :github.com/.../releases

passion4dynamics.com/.../