E-Mail to Case Rule - Fill Content of Email to Description Field of Case

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Hello Microsoft Community

We use an Automatic Case Creation Rule to convert E-Mail's to Cases.

At the moment everytime a new E-Mail is sent to our Supportque a case is created with the the Title and Customer information extracted from the Email. The Problem itself is the E-Mail which is attached to the case in the Activites Tab. Whe would like to import the Message text to the Field "Description". I tried to modify the rule and selected "E-Mail Message" from the and added it to the description Field (as seen in the Picture). But the Descirption Field was always empty.

How can I achive, that the Message of the E-Mail gets transferd to the Description field of the Case?

I am really thankfull for all suggestions/answers.

Kind Regards

Joshua Lehmann

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Answers (1)

Mark Muskin 45 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Thanks Pradip!

It looks like you're experiencing exactly what I was, it seems like maybe it could be a bug or even a gap in the functionality.

One thing I was thinking about trying is using Power Automate to build the ACR rule to see if that may overcome the disconnect (and since PowerAutomate is the go forward solution).

The only other option (and tempting) is to open a ticket with Microsoft.

Thanks Again & Make it a great day!

Mark
Pradip Raj 327 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Hi Mark,

I have tried to recreate your scenario and found that it is not showing inline images in description field of case entity.

But we are able to see the inline images in email activity form if we open email activity related to case entity. And also able to see the inline images if we sent email from dynamics using case form or email form. or If we create a case manually and add inline images in description field.

I will let you know if I will find some workaround.
Mark Muskin 45 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Hi Pradip!

Thank you for your reply!

I did double check that I had done that and visited both of the links you provided to ensure I hadn't missed anything. All is setup properly but I still seem to have an issue with the Email to Case inline graphics being visible in the Case Description.

Thanks Again!

Mark
Pradip Raj 327 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Hi Mark,

Make sure you have activated control for all three interfaces web, phone and tablet. Please follow below links :

lisacrosbie.com/.../

www.thrives.be/.../

After enabling the control, save and publish your changes.

If required then clear cache for browser.

Thanks

Pradip
Mark Muskin 45 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

We recently enabled Rich Text for the Case Description field and mapped the email description to the case description for this purpose but for some reason the screen shots are not showing in the case description. Odd thing is: email notifications generated by Workflow that include the case description DO show the screen shots.

I feel like I'm missing something simple! Here's more details:

When I use the web inspector the URL for the image shows as:

<img width="2113" height="719" id="Picture_x0020_5" src="blob:">XXX.crm.dynamics.com/77abd674-0222-4743-a62c-9e96af6ca4e9" style="width:22.0104in; height:7.4895in" data-attachment-id="c1b93735-8981-431a-bbd8-42a022bd4e6e">

Any ideas what I'm missing here?

Thanks in advance!
jerpetersen 5 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Thanks, this worked perfectly for me!
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Pradip Raj 327 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Hello,

Now It is possible to display Email content(Description) to Description field of Case in Dynamics 365 using "Rich Text Editor Control". "Rich Text Editor Control" is now available in latest Dynamics 365 version. My instance details are as below :

Microsoft Dynamics 365

2020 release wave 2 enabled

Server version: 9.1.0000.25547

We need to change Description field properties of Case entity. We need to set "Rich Text Editor Control" instead of Text Area(default) in Controls. See below image :

Then publish your changes and refresh your browser window(Ctrl + F5) to see the changes.

Thanks

Pradip
Mark.Fletcher 50 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Hi, it's now 2019, and we have the same desire! Is there anything easier now than having to use JavaScript or plugins?

The email activity in the case timeline does not display markup, so it must be possible!

Thanks,

Mark
Antbutcher 387 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Did the above help?
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Antbutcher 387 on at

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RE: E-Mail to Case Rule - Fill Content of Email to Description Field of Case

Have you tried using the Email Description field and not the Email body field? Also this will not work as expected due to the email being in rich text format and CRM not supporting rich text therefore it will show with the HTML Tags visible inside the CRM field. You will need to strip out the HTML tabs first using JavaScript or a custom plugin.

The below blog posts may help:

dreamingincrm.com/.../convert-to-case-displaying-email-contents

crmbusiness.wordpress.com/.../crm-2013-convert-email-html-to-plain-text