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Workflow to show options if conditions are met

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Posted on by TedW

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Hi,

I am trying to figure this out.

In our Helpdesk system, the default 'From' field for new emails is the Technical Support alias and thats where the vast majority of emails sent should be sent from.

However, in certain situations a member of the team may need to send a message from their personal address or may have inadvertently used their email address as the 'From' address.

I need something that will show a warning when the personal email address is used instead of the tech Support address.

Something like, 'this email is being sent from (your) address, are you sure you wish to proceed? Yes No'

I can create a workflow to stop the email being sent no problem, but would a workflow be the answer to the problem above? Or will it be a Business Process or Javascript even?

Many thanks as always.

Ted

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TedW 479 on at

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I should have clarified, that I am referring to new emails within Cases or replying to emails within Cases.

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Wayne Walton 13,730 on at

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The best way to do this would be to use a Business Rule to set an alert on emails where From != the support email address.

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TedW 479 on at

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Hi, thanks, but I cant select the 'From' field in the Business Rule. If I create the business rule based on the Email Entity, I cant see the From field there...

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Justin Wilkinson 1,338 on at

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you need to try and run the workflow on emails as the primary entity select the field from (maybe it has a different schema name) then select check if ..."does not contain" Work email then show error message

I suggest you also use level up addin for chrome to get the schema name / display name in case they are different

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TedW 479 on at

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Hi Justin thanks for your suggestion, the schema name is definitely correct. I can do what you suggested and have done in a workflow, but that is to stop the email being sent. I need to add a warning to the error message and allow the user the option to continue if they wish.

Many Thanks

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Justin Wilkinson 1,338 on at

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Hi Ted, the following thread might give you some ideas: community.dynamics.com/.../152348

you can defiantly show a cancelled workflow message as an example

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Justin Wilkinson 1,338 on at

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this is an example if you have the message pop up on cancellation of a process

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TedW 479 on at

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Thanks Justin, thats what I have already, what I need is an option in that error message to say Continue or Cancel, to proceed with sending the email or not.

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Justin Wilkinson 1,338 on at

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ok so what might work is creating a Y/N button on your form, updating the workflow t by adding a step to only show the warning message if No is selected based on the email conditions. by default the field will be No so users will have to select Yes otherwise they will get the error popup

as an idea?

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Community Member on at

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Register a javascript handler on load of email form and on change of 'From' field (Party List).

In the javascript, check if From does not contain Technical Support email and display confirm dialogue.

If the response of confirm dialogue is No, clear the value in 'From'.

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