Mail Merge templates not showing in the Lookup Template list

Hi,

I have created some new Mail Merge Templates and turned on Mail Merge in the General Entity Options tab for a number of new Entities within our CRM system. For some reason in a couple of these entities I am unable to see any templates to select in the template list when trying to create a new Mail Merge document from them during testing.

The Mail Merge Button is showing on the ribbon as I would expect in the entity form, but when the Lookup Record form opens after selecting the button there are no templates to select, not even the default system templates. I can see my new templates and the system templates from other entities where Mail Merge has been turned on so there doesn't seem to be anything wrong with the view.

I would be really grateful if someone could let me know how to solve this problem or tell me why it is happening so I can figure out a work around as this has had me stumped for the last week.

Regards Rick

 

  • Hello Rick,

    In MSCRM, the mail merge template has two options for displaying the template to the users,

    1)    Individual – facilitates viewing only the user who creates the template.
    2)    Organization – facilitates viewing all the users in CRM.

    Cause:

    The problem with the template which is not displaying might have been caused due to selection of Individual option.

    Solution:


    By changing the option to Organization, the issue shall get resolved.

    Given below are the steps to change the option to Organization:

    Settings > Templates > Mail Merge Templates > Select the record from the Mail Merge Templates Grid > Go to More Actions > And then select Make Available to Organization.


    Hope this helps.

    Regards,

    Congruent Info - Tech

  • In reply to Congruent Soft:

    Hi, thanks for the reply to my question, but I've been pointed in the right direction by another answer over on the Microsoft Dynamics Community forum site. 

    Cheers Rick

     

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