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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / From field blank when ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

From field blank when trying to send email from Unified Interface

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Posted on by Bryan Hallas 45

I am running into an issue with the new UI.  When attempting to send an email to a contact from within CRM.  The From field is showing up blank, and is not editable, so I am unable to send emails.  When I attempt to send, I receive the message: "The email must have a sender. Select a sender."  This doesn't happen in the legacy UI.  In the legacy UI, the field is populated and I am able to send.  We are using Office 365 and the server side sync to send the email.

Here is an example of what I see when sending a new email in the new UI.

pastedimage1588608524357v1.png

In the legacy UI, the From field is populated as expected and I am able to send.

pastedimage1588608762879v2.png

Has anyone else see this behavior?

I have the same question (0)
  • Suggested answer
    Miguel Lourenco Profile Picture
    Miguel Lourenco on at

    hi, can you try to deactivate any existing business rules and java script just to try to find the root of the problem?

  • Miguel Lourenco Profile Picture
    Miguel Lourenco on at

    Also, open F12 and execute the following what is the result?

    Xrm.Page.getControl("from").getEntityTypes()

  • Suggested answer
    Miguel Lourenco Profile Picture
    Miguel Lourenco on at

    If it is nullor if it returns ["unresolvedaddress"] , then you will need to create a solution and add the from field to it.

    Export the solution as unmanaged

    Open customizations.xml and search for LookupTypes

    It should look like this(if it is not, change it) :

                 <LookupTypes>

    <LookupType id="00000000-0000-0000-0000-000000000000">8</LookupType>

    <LookupType id="00000000-0000-0000-0000-000000000000">2020</LookupType>

    </LookupTypes>

    Save

    Delete the solutoin from the org

    Import the solution

    Publish all

    You can delete the solution if you want

    It should back to work

  • Bryan Hallas Profile Picture
    Bryan Hallas 45 on at

    Thanks for the suggestion.  I tried the previous suggestion of turning off all business rules and scripts on the Email form, but this didn't make a difference.  I ran the Xrm.Page.getControl("from").getEntityTypes() command and it returned null.  We have two non-production environments, one is a copy of our production environment and the other is just an out of the box instance with no customizations.  I tried this in the uncustomized non-production environment and it returned [ "queue", "systemuser", "unresolvedaddress" ].  I tried to create a solution from the working non-production environment with just the email form and then imported it into the non-working environment, but this didn't make a difference.  

    When I looked at the customizations.xml from the solution with just the email form, I didn't see the LookupType entry that you referenced, so I'm not sure what I would need to include as part of the solution to ensure that that in the XML file.

  • Suggested answer
    Miguel Lourenco Profile Picture
    Miguel Lourenco on at

    Hi Bryan,

    the problem isn't inside the form. the problem is with the field. Try to export only the field as unmanaged and import it on the problematic org.

    If the field isn't being returned in the customizations file, you will need to make a change ( increase length, add a letter to the name, etc.) and export it (revert changes after). However, this will create an unmanaged layer, if this isn't a problem then you're ok to go.

  • Bryan Hallas Profile Picture
    Bryan Hallas 45 on at

    I exported the solution from the non-production environment that is experiencing the issue, and below is what I found in the customizations.xml file.  It does appear that the 8 and the 2020 entries are there.

    <attribute PhysicalName="EmailSender">

                 <Type>lookup</Type>

                 <Name>emailsender</Name>

                 <LogicalName>emailsender</LogicalName>

                 <RequiredLevel>none</RequiredLevel>

                 <DisplayMask>ValidForAdvancedFind|ValidForGrid</DisplayMask>

                 <ImeMode>auto</ImeMode>

                 <ValidForReadApi>1</ValidForReadApi>

                 <IsCustomField>0</IsCustomField>

                 <IsAuditEnabled>1</IsAuditEnabled>

                 <IsSecured>0</IsSecured>

                 <IntroducedVersion>6.1.0.0</IntroducedVersion>

                 <SourceType>0</SourceType>

                 <IsGlobalFilterEnabled>0</IsGlobalFilterEnabled>

                 <IsSortableEnabled>0</IsSortableEnabled>

                 <IsDataSourceSecret>0</IsDataSourceSecret>

                 <AutoNumberFormat></AutoNumberFormat>

                 <IsSearchable>0</IsSearchable>

                 <IsFilterable>0</IsFilterable>

                 <IsRetrievable>0</IsRetrievable>

                 <IsLocalizable>0</IsLocalizable>

                 <LookupStyle>multi</LookupStyle>

                 <LookupTypes>

                   <LookupType id="00000000-0000-0000-0000-000000000000">4</LookupType>

                   <LookupType id="00000000-0000-0000-0000-000000000000">4000</LookupType>

                   <LookupType id="00000000-0000-0000-0000-000000000000">2</LookupType>

                   <LookupType id="00000000-0000-0000-0000-000000000000">1</LookupType>

                   <LookupType id="00000000-0000-0000-0000-000000000000">8</LookupType>

                   <LookupType id="00000000-0000-0000-0000-000000000000">2020</LookupType>

                 </LookupTypes>

  • Miguel Lourenco Profile Picture
    Miguel Lourenco on at

    I've deleted my previous post.

    Just noticed now, the attribute you've exported is EmailSender which is a lookup.

    Should be the "from" and it is a party list

  • Bryan Hallas Profile Picture
    Bryan Hallas 45 on at

    I was able to find From in the cusomizations.xml and made the changes to remove the entries other then the 8 and 2020 entries.  I then updated the ZIP file and reimported the solution.   So far this had not changed the behavior.

  • Miguel Lourenco Profile Picture
    Miguel Lourenco on at

    Have you imported as unmanaged? Have you published all?

  • Bryan Hallas Profile Picture
    Bryan Hallas 45 on at

    Yes, imported as unmanaged and published.  I also created a new solution with just the Email entity and exported that.  The customizations.xml in the newly created solution was missing the LookupTypes entries for 'From' (it had <LookupTypes /> on a like by itself, but nothing else.  I added the following lines to the file and removed the <LookupTypes /> entry:

    <LookupTypes>

                   <LookupType id="00000000-0000-0000-0000-000000000000">8</LookupType>

                   <LookupType id="00000000-0000-0000-0000-000000000000">2020</LookupType>

                 </LookupTypes>

    I then re-imported the solution and published, but it still didn't change the behavior.  The field still shows blank when creating a new email and when I run Xrm.Page.getControl("from").getEntityTypes() it still returns an empty array.

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