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How do I set the value of a Client on a case based on the Sender of the Email?

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Hi,

When an email is sent it a case is automatically created. How to I set the client value to the account of the email sender.

At the moment it is being stored in the customer field. I want to store it in the client field.

Please help.

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Hi cam64,

Unfortunately, you can't achieve it.

The Customer field on the case entity have two types—Account and Contact.,which is a required field, and you can’t make the customer field non-required.

And the Contact lookup field on case entity is based on the value of the customer filed.

--If the Customer value is Account, the contact field can only show related child contacts of the Account.

--If the Customer value is Contact, the contact can’t be filled with any value.

Or you can copy value from customer field, but OOB contact field on case entity can't store the value.

Maybe you can create a new 1:N relationship between contact and case entities, and add the new contact lookup field to the case form.

Then you can create a workflow to update the new contact lookup field with value from the customer field

Regards,

Leah Ju

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Thanks for your reply.

Everything you mentioned is correct. I think the assignments happen OOTB. My question is how do you set a field with the value of the Client of the sender.

I created a field that will store this information. I just need to find the correct field and set it in the Automatic record creation. But I can't determine which field and from what entity.

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Hi cam64,

The case is created through Automatic Record Creation and Update Rule, you can open the power automate to edit the flow.

In power automate, you can copy value that filled in customer field and paste to the new field you created.

Regards,

Leah Ju

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Thank you for your reply.

I can't seem to be able to open the power automate. My setting is still in the classic UI. I think.

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Hi cam64,

You can add another action--update Record--Create(Case), update the field you new created with value from customer.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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