Email Problems in Dynamics 365 Sales? Here's How to Fix 'Em!

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Hey Dynamics 365 Sales users! Having email troubles? Don’t worry, we’ve got your back. This guide will walk you through some common email headaches and how to fix them. Let’s get those emails flowing smoothly!

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Fixing that Pesky Incorrect Email Title¶

So, you’ve upgraded to Dynamics 365 2020 release wave 2 (nice!), but now your email editor is showing the wrong title in that contextual email popup. Super annoying, right? Here’s the lowdown:

What’s Going Wrong?

Out-of-the-box email forms have these nifty onload and onchange events. They’re like little helpers that update your email title and other attributes in the popup. But if you’re rocking a custom email form or an unmanaged layer form, these events might be MIA. That’s why your title is all messed up.

The Fix:

Time to get those events back where they belong!

1. Create a New Solution: Head over to your Dynamics 365 environment and whip up a new solution. It’s like creating a container for your customizations. Easy peasy.
2. Add Your Custom Email Form: Bring that custom email form into your newly created solution. Think of it as adding ingredients to your recipe.
3. Export the Solution: Get ready to tinker. Export the solution—it’s like saving a copy of your recipe before you start experimenting.
4. XML Time (Don’t Panic!): Okay, now for the slightly techy part. You need to add some code to your form’s XML. Don’t worry, I’ve got you covered. Paste in this snippet:

<events>
    <event name="onload" application="true" active="true">
        <InternalHandlers>
            <Handler functionName="Activities.Email.formOnload" libraryName="Activities/SystemLibraries/Email_main_system_library.js" handlerUniqueId="ecdfe4d8-d6d3-4d21-ab68-8ea75bb30a79" enabled="true" parameters="" passExecutionContext="true" />
            <Handler functionName="Activities.Email.NotifyPanelSubjectChange" libraryName="Activities/SystemLibraries/Email_main_system_library.js" handlerUniqueId="{706607A8-4424-4C9A-847A-602FC8035B48}" enabled="true" parameters="" passExecutionContext="true" solutionaction="Added"/>
        </InternalHandlers>
    </event>
    <event name="onchange" application="true" active="true" attribute="subject" solutionaction="Added">
        <Handlers>
            <Handler functionName="Activities.Email.NotifyPanelSubjectChange" libraryName="Activities/SystemLibraries/Email_main_system_library.js" handlerUniqueId="{706607A8-4424-4C9A-847A-602FC8035B48}" enabled="true" parameters="" passExecutionContext="true"/>
        </Handlers>
    </event>
</events>
<clientresources>
    <internalresources>
        <clientincludes>
            <internaljscriptfile src="$webresource:Activities/SystemLibraries/Email_main_system_library.js" />
        </clientincludes>
    </internalresources>
</clientresources>

This code basically adds back those missing onload and onchange events. It’s like adding the secret sauce to your recipe.

5. Import the Solution: Now, import the updated solution back into your Dynamics 365 environment. It’s like taking your perfected recipe and putting it into action.

That should do the trick! No more wonky email titles. High five!

Untracked Emails and Meetings MIA in Auto Capture?¶

The Problem:

Auto Capture is a lifesaver, right? Except when it doesn’t show your untracked emails and meetings. If you’re seeing this issue (or your users are), it might be related to Conditional Access policies.

The Cause:

From version 9.2.24031.00102 onwards, Dynamics 365 Sales is all about that “principle of least privilege access.” Sounds fancy, right? It basically means tighter security. But this can sometimes block access to untracked emails and meetings if you have Conditional Access policies enabled.

Checking for Conditional Access Policy Conflicts:

1. Microsoft Entra Admin Center: Login to the Microsoft Entra admin center. You’ll need Conditional Access administrator privileges.
2. Sign-in Logs: Go to Identity > Monitoring & health > Sign-in logs.
3. Filters: Head to the User sign-ins (non-interactive) tab and apply these filters:
   • Application contains Dataverse
   • Resource contains Microsoft Graph
   • Status equals Failure

If you see any results for the affected users, bingo! It’s a Conditional Access policy issue.

The Workaround:

The workaround involves adjusting the Conditional Access policies. It’s best to consult your IT administrator or Microsoft support for assistance with this, as it requires specific configurations within your Azure environment. They’ll be able to help you fine-tune those policies to restore access while keeping your security tight.

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Wrapping Up¶

Email issues can be a real pain, but hopefully, this guide has armed you with the knowledge to tackle those Dynamics 365 Sales email challenges head-on. Now go forth and conquer your inbox!

We’d love to hear from you! Did these solutions work? Do you have other email woes you’d like us to cover? Drop a comment below – let’s chat! And be sure to check back for more helpful tips and tricks.