How to automatically put shared mailbox address in "From" field when sending emails

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Posted on by idanorin

Hi,

I've only very recently created a model driven app using Dynamics customer service functionality.

The main purpose of this app as a small-scale case management tool.

We have already gotten our shared mailbox set up. However, when I click to create a new email, my email always pop up in the "From" field rather than our preferred shared maibox address.

Is there any way to alter this?
I am sure I am not the first to think of this, however I'm not very good at wording my Dynamics questions correctly yet, so any tips on blogs/other resources on how to make Model driven apps better for case management is much appreciated!

Best,

Ida

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Microsoft Dynamics CRM

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idanorin 6 on at

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How to automatically put shared mailbox address in "From" field when sending emails

Thank you @Jimmy Passeti | MVP, @Mahendar Pal and @Amit Katariya007!

With the information the three of you provided (along with this youtube video Web resources and Insert Java script code in the Model driven app - Power Apps) I finally figured out how to do it.

Extra big thanks to you, Jimmy, for providing the code as well. I am so green at JavaScript, so that was immensely helpful.

@BenjaminColeman yes, with Jimmy's code snippet, and the additional information, it was way easier than I had feared.

Best of luck to you!

Edit: I am attempting to mark your reply Jimmy as the solution, however whenever I reload the spot is unchecked. Will try again later. Any tips are welcomed :')

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BenjaminColeman 10 on at

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How to automatically put shared mailbox address in "From" field when sending emails

have you managed to resolve this issue?

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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How to automatically put shared mailbox address in "From" field when sending emails

Create a plugin which will run on Pre operation of email entity. Then populate the from field as per your requirement.

Send email using plugin

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Mahendar Pal 45,095 on at

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How to automatically put shared mailbox address in "From" field when sending emails

Hi,

What you see is the default system behavior which auto populate from lookup with the current user, if you want to change this you can create web resource and use script to auto populate this field so for example if you can setup a queue where you can use your shared email address and then using script you can populate queue under from field.

In case you are new to web resource please have look: https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/script-jscript-web-resources?view=op-9-1

You need to call your java script method on load.

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Jimmy Passeti 599 Most Valuable Professional on at

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How to automatically put shared mailbox address in "From" field when sending emails

Hello,

This can be done using JavaScript.

Below is an example of that, Imagining a scenery in which the email will be sent by a queue.

function _setFromUser() { var QueueID = "00000000-0000-0000-0000-000000000000"; var recordName = "Queue Name"; var entityName = "queue"; Xrm.Page.getControl("from").getAttribute().setValue([{ id: QueueID, name: recordName, entityType: entityName }]); }

Regards,
Jimmy Passeti | Microsoft MVP
✅ Please mark as Verified if this answered your question!

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