Customer Engagement & Dynamics CRM Forum

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  • 1.  Add metadata to closed emails

    Posted Oct 11, 2022 09:59 AM

    My organization would like to collect metadata on emails received in a shared mailbox in our model-driven app.

    • I created a table of the metadata and created relationships to the email table.
    • But! A received email is status: closed and status reason: received.

    My question: how do I assign metadata to a closed, received email? 

    Potential answer: I wrote a Power Automate flow to inactivate the email, but that seems messy.

    I'm hoping this is a common request and there are some elegant solutions out there but haven't found any yet.

    Thanks for any advice!

    Joe Crockett
    Arlington County Government

  • 2.  RE: Add metadata to closed emails

    Posted Oct 12, 2022 08:29 AM
    I've had a similar request before, of users wanting to update the subject lines of emails tracked in the CRM. All my efforts led to the same conclusion, that an tracked email is a fixed artefact, and is not meant to be edited. However, I would propose something else.

    What metadata are you trying to capture? Could this happen on another entity, either existing or custom? The way the system wants you to do it is create cases or similar, and then set the email regarding that. That gives you all the freedom you need to put additional context around that communication.

    Tom Pickles
    Business Systems Developer
    Visit Scotland

  • 3.  RE: Add metadata to closed emails

    Posted Oct 12, 2022 11:01 AM
    Thanks Tom! I'll give that a go and report back.

    Joe Crockett
    Arlington County Government

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