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How to read/parse the content of email body including lookup values ?

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Posted on by Anant

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Hi folks,

I have a requirement like, whenever a case record is created from the email activity. The email body containing the Subject, Origin, Description and some other Custom field values and that would be populated when Case is created.
Since Subject and origin are the Optionset values in Case entity. I wonder how this can be achieved using a plugin on create of Case record. I don't know much about the Regex expression to parse the email body content.
Any help would be certainly helpful to me.

Regards,

Anant

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Hi Anant,

As you mentioned above, ‘a case record is created from the email activity’.

There is a button named ‘Covert to case’ on the entity form.

When you click it, one dialog will open, you can fill fields you need(Subject field).

After clicking convert button, one new case record will be created, and origin field has filled automatically, email activity has added to the timeline.

Regards,

Leah Ju

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Anant 255 on at

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Thats right. but, the requirement is like i have to fetch Subject, Origin and Asset ID(Custom field) data from email body and put these into the respective Case field when Case is created from Email.

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Hi Anant,

You mean that you don’t use ‘Convert to case’ button to create case from email? Which way you are using to create case from email?

And you can use web api or power automate to retrieve email to get fields value about it.

Xrm.WebApi.retrieveRecord(entityLogicalName, id, options).then(successCallback, errorCallback);

https://docs.microsoft.com/en-us/powerapps/developer/model-driven-apps/clientapi/reference/xrm-webapi/retrieverecord

list records action in the power automate.

carldesouza.com/.../

Regards,

Leah Ju

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Anant 255 on at

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Hi Leah,

I am using that "Convert to Case" Button to create a Case from Email Activity. Requirement is the mail body containing SerialID: {string value}, Description: {string value} should be auto filled on Case's Serial Number and Description field while creating Case record.

Right now, this cant be achieved OOB.

Regards,

Anant

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Hi Anant,

Maybe you can try to user power automate to create flow to get value from email to case when case is created.

1.Go Power Automate(https://us.flow.microsoft.com/en-us/ ) to create automated cloud flow.

2.Set ‘when a record is created’ as trigger.

3.Add ‘List record’ action to fetch email by filter—regarding field eq case.

If the case is converted from email, only one email’s regarding field value is the case.

4.Add ‘Update a record’ to update case with value from email.

and 'Apply to each' action will be created automatically after adding update action, don't add it manually.

5.Due to the email being in rich text format, therefore it will show with the HTML Tags visible inside the case description field.

Now "Rich Text Editor Control" is available in latest Dynamics 365 version (2020 release wave 2 enabled).

You can go Settings > Customizations > Customize the system > entities > case > forms to open case main form, then double-click description field to open ‘Field Properties’ dialog.

Move to ‘Control’ tab to select ‘Rich Text Editor Control’.

If you are not in the latest version, you need Search for “Content conversion HTML to text”. Select the Html to text (preview) Content Conversion action in power automate steps.

6.Test.

When you click 'convert to case' to navigate to case form, you need click ‘Save’ button in case form and wait for minutes and refresh current form.

Serial number and description field will be filled automatically.

Regards,

Leah Ju

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Anant 255 on at

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Hi Leah,

Thank you for the screen shots that you have shared above in regards with the Power Automate.

In the above sharing i found that Serial ID is used as a separate field on Email Entity.

My requirement was like, i am using email template in Email Body in which i have added Dynamics Text from Case entity that is Serial ID and Description.

Scenario is when Key user enters the Serial ID and Description on email, it should be populate on Serial Number and Description of Case record.

Regards,

Anant

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Hi Anant,

For ‘i am using email template in Email Body in which i have added Dynamics Text from Case entity that is Serial ID and Description.’ I can’t understand it.

Where Serial ID in email form? Can you provide screenshot about it?

Regards,

Leah Ju

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Anant 255 on at

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Hi Leah,

please have a look on the below screenshot.

In this, Customer will enter Serial ID and Description manually inside the Email Body.
Whenever Dispatcher converts this mail to a Case record, both these values from the email body will be reflected inside the Case record (Serial Number and Description).

Regards,
Anant

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Hi Anant,

You can add four ‘compose’ action between ‘html to text’ and ‘update a record’ actions, I use String functions to read and extract value you need in ‘compose’ action.

The following is detailed steps:

1.first ‘compose’ action.

last(split(outputs('Html_to_text')?['body'],'Serial ID:'))

2.second ‘compose’ action.

first(split(outputs('Compose'),'Description'))

3.third ‘compose’ action.

last(split(outputs('Html_to_text')?['body'],'Description:'))

4.fourth ‘compose’ action.

first(split(outputs('Compose_3'),'Please'))

Note:

compose1 and compose2 get value between 'Serial ID:' and 'Description';

compose3 and compose4 get value between 'Description:' and 'Please'.

5.Update case fields with ‘compose2’ and ‘compose4’.

Test Results:

email:

case:

Regards,

Leah Ju

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CRMJetty 3,512 on at

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Hello,

pls refer this article

https://dreamingincrm.com/2015/12/12/convert-to-case-displaying-email-contents/

I hope it helps,

Thanks.

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