Power Platform Community Forum Thread Details

Dear Team,

I am currently facing an issue related to emails created through Power Automate (Send Notification) in our Dynamics / Dataverse environment.

We have a Power Automate flow that creates a new record in the Email entity by setting the Subject and Description fields. The Description field is populated using a Compose action, and it does not include any reference to case details.

However, after the email record is created, we notice that additional content is automatically appended to the email body. Specifically, a "Case details" hyperlink block (in XML format) appears in the Description field, even though this content is not included in the flow input.

From reviewing the flow run history:

The output of the action shows the additional "Case details" hyperlink block appended to the Description.

We would like assistance with the following:

Identifying what process (Real-Time Workflow, Plugin, Business Rule, or other server-side logic) might be appending the Case details block on Email creation.
Understanding why this content appears only for certain emails.
Guidance on how to prevent the Case details block from being automatically added for emails created via Power Automate.

Any direction on where to check or how to isolate the root cause would be greatly appreciated.

Thank you in advance for your support.

Regards,
Sasi

Categories:

Using flows

Hi,

This almost always comes from server-side logic firing after the Email row is created, not from your Compose output.
Here are the usual causes, in the order I would check.

The email has Regarding set to a Case (incident)
If your flow sets the Email “Regarding” (regardingobjectid) to an incident, some Customer Service features and customizers treat the email as “case email” and inject a Case details block (often stored as markup in Description).

What to check

In the Email row created by the flow, look at the Regarding field.
Compare one “good” email vs one “bad” email. If the bad one has Regarding = Case and the good one does not, you found the trigger condition.

How to prevent

Don’t set Regarding to the incident for these emails, or set it only when needed.
If you still need linkage, store the Case reference in a custom lookup field instead of Regarding.

A workflow/real-time workflow/business rule updating Email on create
Classic Dynamics workflows and real-time workflows can run on “Email: Record is created” and update Description.

What to check

Solutions, Processes.
Filter for:
- Entity = Email
- Trigger = Record is created
- Also check “on change of” Regarding, Direction, Template, Queue, From/To.

How to prevent

Disable the process or add a condition so it skips emails created by your flow.
Good skip conditions:
Created By equals your flow service account
A flag you set from flow, like new_CreatedByFlow = Yes
Subject prefix or a Category value you set

A plugin step on Email Create or Update
A synchronous plugin on Create, or an async plugin that runs right after, will explain why the run history output shows extra content.

What to check

In PPAC, enable Plugin Trace Log (All), reproduce once, then review Plugin Trace Log table entries.
If you have access to Plugin Registration Tool, look for steps registered on:
- Message = Create, Update
- Table = Email
- Filtering attributes including description, regardingobjectid, directioncode

How to prevent

Update the plugin logic to ignore your flow-generated emails, using the same “CreatedByFlow” flag approach.

A template, signature, or “send email” path being used for only some emails
If only certain emails get the block, it is often because those emails are being sent using a template or a specific command path, while others are created as plain Email rows.

What to check

In the flow, confirm whether you:
- Apply a Dataverse email template
- Call SendEmail / Perform a bound action
- Use Customer Service “Send email” features through a queue
Compare the Description before sending vs after sending by adding a “Get a row by ID” step right after Create, and again right after Send.

How to prevent

Stop using the template that contains the Case details placeholder, or remove the placeholder from the template.
If you need a template, clone it and strip out the Case details insert.

Fast isolation path (takes 10 minutes)

Create a test flow that creates an Email with only Subject + Description, and do not set Regarding.
Create another test flow that creates the same Email but sets Regarding to an incident.
Compare the Description saved in Dataverse for both.

If the block appears only when Regarding is set, focus on Customer Service settings, templates, and any processes/plugins conditioned on Regarding = incident. If it appears even without Regarding, focus on Email Create plugins/workflows and use auditing + plugin trace logs to find the updater.

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