Setting FROM field for Email record

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Posted on by Certius

Hey guys,

We are investigating the use of the cases entitiy in Dynamics for our support department. One of the simple ideas I try to accomplish is alway reply with the same email address on a case.

As suggested somewhere else on this forum I try to set the FROM field with a workflow. However this is grayed-out and/or locked everywhere in CRM.

Any suggestions would be welcome.

2016_2D00_07_2D00_21-14_5F00_18_5F00_23_2D00_Email_5F00_-Information-_2D00_-Microsoft-Dynamics-CRM.png

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Certius on at

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RE: Setting FROM field for Email record

All the credits goes to Chris Doran and apparently the Dynamics Support Team.

This fixed the problem for me:

Hi.

I had this exact problem and got a solution from Microsoft support.

What you need to do is as follows:

Create a new solution and add in the 'from' field from the email entity - just that nothing else from the email entity

Export the solution as an unmanaged solution

Edit customizations.xml and look for the line that says

<LookupTypes />

Replace that line with:

<LookupTypes>

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

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

</LookupTypes>

Put the new customizations.xml back in the solution zip file replacing the existing one

Import the solution back in

I have a solution that contains the fix above - message me back with your email address if you want me to send it.

Chris

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Certius on at

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RE: Setting FROM field for Email record

Thanks KG,

But I'm logged in as an administrator and I am looking at a workflow with a "Send Email" action.

It must be a setting in Dynamics, I deloyed a clean instance in O365 and there I don't have this issue.

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KG_CRM on at

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RE: Setting FROM field for Email record

I suspect the issue is might be with security roles so I did some testing in my company's Dev instance of CRM and figured something out, which in hindsight seems obvious. In our instance of CRM (on-prem 2015), the FROM field can only lookup to Queues and Users so in order to set it we need both 'Read' and 'Append To' privilege to either or both of those entities, otherwise the field is locked. The FROM field still defaults to myself, the logged in user, but I suspect that wouldn't happen if my user record didn't have an email address and mailbox set up for it.

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Certius on at

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RE: Setting FROM field for Email record

Unfortunately I checked everything that was suggested and more but can't figure it out yet. Would be great if Microsoft would put a information message why it is grayed out..

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KG_CRM on at

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RE: Setting FROM field for Email record

Can you check if your User's or Queue's mailbox is setup for outgoing emails? Perhaps the From field is greyed out because there are no records enabled for sending emails?

www.dynamicscrmpros.com/setting-mailboxes-microsoft-dynamics-crm-2013-online-clients

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JayRogers on at

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RE: Setting FROM field for Email record

Hi

I know it's obvious so excuse me if you've already checked but can you check the Email form to see if the From field is Read Only? Check if there are multiple forms.

Also - when you create a new email (outside of a workflow), is the From greyed out?

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Certius on at

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RE: Setting FROM field for Email record

Hi Zohaib,

Thanks for your reply, I have tried doing the exact same thing. Just create a new Workflow and simply add the Send - Email step.

I'm actually not the only one facing this problem here I found another ticket with the same issue:

community.dynamics.com/.../538875

Maybe it's 2016 Update 1 related.

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Zohaib Uddin Khan 2,822 on at

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RE: Setting FROM field for Email record

Hey,

Could you please provide the steps to re-produce? Because at my side, I created a workflow/Process and then use send Email as mentioned below:-

Then, I clicked on 'Set Properties' and I'm able to edit the from field.

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