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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Putting a Queue name i...
Microsoft Dynamics CRM (Archived)

Putting a Queue name in the Email From field using workflow

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Posted on by David Brooker 66

All,

I am trying to set up sending outgoing emails from a queue using a workflow. The aim is to respond using a shared email address along the lines of support@abc.com.   The queue is receiving incoming emails all OK and I can respond to those manually but the response is always sent in the name of the CRM user.  I need to be able to send an outgoing email using the shared email accounts address.

I am using Megan Walkers Blog as a guide. 

http://meganvwalker.com/automatically-send-emails-queue/

However, when using the workflow editor to try to alter the Emails From field I can only appear to enter either a Username or a Team only. I need to be able to enter the Queues name. 

I have searched online and keep coming across references where people have successfully used a queue name but cannot get it work in my instance.

Any ideas?

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  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,048 on at
    RE: Putting a Queue name in the Email From field using workflow

    Hi David,

    I had to do something similar in one of the recent projects. I added a user lookup to the queue entity and set a common user account that could be used as From

    And then when the email is sent, I set that user as the from.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Putting a Queue name in the Email From field using workflow

    Hi David,

    Are you able to work this out? I have similar requirement to populate from field based on the relevant queue of the email using workflow. Thank you.

  • David Brooker Profile Picture
    David Brooker 66 on at
    RE: Putting a Queue name in the Email From field using workflow

    Priyesh,

    Can you expand a bit on your suggestion please? I have looked at the Exchange server settings and cannot see anything which might point me in the right direction.

    To summarise, in an all Online Office 365/Dynamics CRM environment,  I cannot seem to use Dynamics/CRM workflow editor to enter the name of a Queue in  the emails From field. Currently, it only allows me to select a CRM User or Team and not specify a Queue. The queue is linked to an Office 365 shared mailbox which seems in all other respects to be working i.e. inward bound emails from Internet users are received into the Queue and I can interact with them.

    Thanks

  • Priyesh Profile Picture
    Priyesh 7,392 User Group Leader on at
    RE: Putting a Queue name in the Email From field using workflow

    Hi,

    You can change this in the Exchange settings, like how you change a profile name.

    This will change the name that appears in the From for the recipients.

    Hope this helps.

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