How to set owner of e-mail sent by Workflow using Template

(0) Share

Report

Posted on by Nate B

Here is the situation: We have a workflow which sends an e-mail out using a template. The e-mail sends fine. The recipient is correct, and the From field is populated by the record owner (Lead). The issue I am running into is that the closed e-mail activities are not visible to the users. I can see them as an administrator and owner of the workflow, but the users cannot see them.

I've figured out it's because I am being set as the owner of the e-mail activity records.

I've looked and found ways to set the owner of an e-mail record that is sent straight from a workflow. However, I can find no mechanism to set this when the workflow is using a Template. The template record doesn't allow setting of the owner of the e-mail...and there is nothing in the workflow that allows for it. (The owner field is not displayed when sending email using template)

I've also looked into creating a separate sub-process which could go in after the fact and change the owner of the e-mail activity record, and this is not possible either. The owner field is greyed out.

Thanks in advance for anyone who can help!

*This post is locked for comments

All responses (2)

Answers (2)

Verified answer

Nate B on at

Like (0)

Report

RE: How to set owner of e-mail sent by Workflow using Template

KG - THANK YOU! I should have known better than to try and assign a record using Update Record in workflow. Once I used the Assign Record, I was able to change the owner of the e-mail activities to match that of the regarding Lead.

Thanks again!
Verified answer

KG_CRM on at

Like (1)

Report

RE: How to set owner of e-mail sent by Workflow using Template

I can only think of two options. One is more-or-less to now use an Email Template. You can create an Email record with all of the same text and information that the template would have had, and you can then change the status of the email record to send it out. One article I have bookmarked that discusses something like this is www.powerobjects.com/.../how-to-mass-send-emails-in-draft-status.

The other option is something I've done in my company's own CRM instance. I've created a workflow that runs on email creation and if it is regarding a case it assigns it to the case owner. To assign the record, do not use the 'Update Record' option in the workflow editor. As you noted, the option to change the Owner field is greyed. Instead you have to use the 'Assign Record' option.