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Populate Dynamics CRM Case Description with Email Body

Posted on 2016-11-15
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Last Modified: 2016-11-28
I have an automatic case creation set in Microsoft Dynamics CRM Online 2016 to pull emails that arrive in a mailbox and use the data to create a case within CRM. Everything works great, however, I cannot find the correct syntax to select for displaying the email body in the description field of the case. The most obvious selections, {Email Message(Email)}, only display what's in the email's subject line. No email body to be found. I have this sense I am missing something profoundly simple and overthinking it. Can anyone help please? I have attached a screenshot for review.
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Question by:KMCO
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Expert Comment

by:Rikin Shah
ID: 41889320
missing screen shot here... is the current solution OOB?
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Author Comment

by:KMCO
ID: 41889653
As far as I can tell, Rikin, it is out of box. It is basically a glorified mailing list according to those using it. Sorry the attachment didn't come through. I have inserted it into this comment. Thanks for taking a look. CaseExample.PNG
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Expert Comment

by:Rikin Shah
ID: 41889851
Hi,

You have taken Email.Message, have you tried with Email.Description? Also, any email body will be in HTML format, you will not get the email text directly in this case.
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Author Comment

by:KMCO
ID: 41895888
Thank you very much for the information, Rikin. Sorry I did not respond immediately to your post from last week. I did not know that HTML will not be added to the description field. I appreciate you taking the time to assist me. Have a Happy Thanksgiving!
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LVL 19

Expert Comment

by:Rikin Shah
ID: 41896020
Hi,

I meant your email text will be added with HTML mark up to the note description. And users will not be able to figure the email text they have received.

Happy thanks giving!
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Author Comment

by:KMCO
ID: 41904149
Okay, then I will try to set it according to what you suggested. I have one more question regarding this. I have noticed that when there is text in the description field, I cannot search for it using the Search CRM data field. Is there any way possible to search through descriptions with the search function? Again, your assistance is greatly appreciated.
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Accepted Solution

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Rikin Shah earned 500 total points
ID: 41904195
Hi,

You can search through Advanced Find for any text in description.
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Author Closing Comment

by:KMCO
ID: 41904361
Rikin, thank you so much for your assistance with my issues regarding automatic case creation and advanced searching. I am a novice with CRM, and this greatly helped. Enjoy the holidays!
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