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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / how to disable email t...
Customer experience | Sales, Customer Insights,...
Suggested Answer

how to disable email to show on Account timeline where email regarding is Case?

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Posted on by Kiran_girase 75

Hello experts,

I am working in case management, there is one requirement from customers to stop email shown on the Account record timeline.

Currently, while receiving any email on Case that I am able to see on Account records this is OOB. can't we disable this?

Email on Case:

pastedimage1640688378286v1.png

Email on Account: 

pastedimage1640688418263v2.png

The email should not be shown on the Account record, please suggest!

Thanks in Advance!

I have the same question (0)
  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at
    RE: how to disable email to show on Account timeline where email regarding is Case?

    Hi,

    It is caused by that the Customer of the case is set as the account.

    pastedimage1640746803985v1.png

    But the filter of the emails in Timeline cannot be customized.

    So you could refer to the solution in the following thread which may help you.

    (+) Remove / Filter certain email address from Timeline - Dynamics 365 General Forum Community Forum

  • Jerry Buckholt Profile Picture
    Jerry Buckholt 10 on at
    RE: how to disable email to show on Account timeline where email regarding is Case?

    I have the same issue. I need to hide Case activities from the Related/ Regarding Account/ Contact record.  

  • fshaikh Profile Picture
    fshaikh 218 on at
    how to disable email to show on Account timeline where email regarding is Case?
    Hi Kiran_girase , 
     
    Were you able to resolve this?

     
  • Suggested answer
    Goloknath Profile Picture
    Goloknath 1,843 User Group Leader on at
    how to disable email to show on Account timeline where email regarding is Case?

    It need customization which need coding as it required to write a plugin on activity and then filter retrieving the event. Hope below link will be helpful - https://community.dynamics.com/forums/thread/details/?threadid=6eea3f63-81e4-405b-8c7d-d1a1fa8bf254

     
    I hope this helped to answer. If this helped pls mark as verified which will help someone else to resolve their issue. Thanks!
  • fshaikh Profile Picture
    fshaikh 218 on at
    how to disable email to show on Account timeline where email regarding is Case?
    Hi, 
    Were you able to resolve this? The solution mentioned in the comments seems very restricted and customization. Is there is setting that allows us to do this without going in much customization?
     
    Thanks

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