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How to Change the Owner Field records of Contact Entity to resolve Forgot Password "unknown failure" Issue

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Hi Experts,

I am creating a new thread of the same issue as I wan not getting any solution on that. But my issue is still the same. i,e

I am facing one issue related to forgot password i.e it is throwing an error saying:
An unknown failure has occurred.

And I followed the step mentioned in https://ledgeviewpartners.com/blog/changing-ownership-records-dynamics-crm-made-easy/

to Automatically change the owner of Contact records but after making the change it is not reflecting. I can still see the "System" as the Owner.

Could you please help me with the solution to change the Owner of Contact Entity records automatically and also for new contact records which will create that should also have new Owner not the "System" owner.

Thanks,

Amit

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OOlashyn 3,496 Most Valuable Professional on at

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Hi @Anonymous ,

The easiest way to change the owner of the contact automatically is by implementing a CDS Workflow or Flow that will be triggered on the Contact creation and assign created Contact to the proper user/team instead of System user. CDS Workflow can be run synchronously on contact creation and Flow can run only async. You can find more about CDS Workflows here and about Flow (Power Automate here).

Regarding changing password: I found your original thread. You can just modify a Send Password Reset To Contact CDS Workflow that actually sends emails and update Sent email step where set From field to not be dynamic, but instead either to be a fixed Contact or more appropriately to be a Queue (usually with some sort of no reply or other mailbox).

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Community Power Pla... on at

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Hi @OOlashyn
Thanks for your response!

I have tried the approach which you mentioned i.e change the "From" to a fixed contact rather than dynamic in Send Password Reset To Contact CDS Workflow.

Reset Password issue
But still, I can't see the effect to be taken. I am not getting the error message while resetting the password but user is not receiving the mail to reset the password.
I have also changed the Environment "Email Server Profile" from System user to "Carlos" User.
Active Email Server Profile
Is there any specific other setting or configuration that also needed to change?

Please help me with this issue.

Thanks,
Amit

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OOlashyn 3,496 Most Valuable Professional on at

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Hi @Anonymous ,

If after changing the from field you don't receive an error on the portal and don't receive an email most probably the issue is either with mailbox configuration or with the workflow itself. First check the process sessions of the Send Password Reset To Contact action to see if there any error there. To do so open Send Password Reset To Contact process and on the right side open Process Sessions. If there any error open it and check it out. If there is no errors or process sessions there check out the contact for which you resetting the password. On the timeline you should be able to see an email with reset password. If you can see an email open it and check the status. If it not Sent then the issue is with mailbox configuration. If the issue is with mailboxes check out this docs on how to setup Exchange online and check if you performed the right actions with configuration.

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Community Power Pla... on at

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Hi @OOlashyn

Thanks for the response!
I checked the Process Session and there is no error and records available. Is this correct?

Process View

I have also asked the Admin user to check on the Exchange online configuration. I will wait for them to check on this but by seeing the above screenshot, do you feel that it can be the Exchange online configuration that will resolve the issue?

Thanks,
Amit

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OOlashyn 3,496 Most Valuable Professional on at

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I would advice you to check the contacts timeline to see if the email is present. But I think because there is no error in the Process Session it is either Exchange configuration or mailbox configuration for the user that you set in the From field.

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Community Power Pla... on at

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Hi @OOlashyn
Thanks for the response!
How to check the contacts timeline?

Thanks,
Amit

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OOlashyn 3,496 Most Valuable Professional on at

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Open Portal Management app. Navigate to Contacts. Search for the contact that requested password reset and open it. Open Notes & Activities tab. There you will be able to find timeline with email + other activities.

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Community Power Pla... on at

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Hi @OOlashyn
Yes, I can see the Email's on the contact Timeline:
Contact Timeline Email
All Mails are showing Closed. What does this mean? Is the issue is with mailbox configuration?

Thanks,
Amit

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Mira Ghaly 11,413 Moderator on at

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@Anonymous
What is the status of the Email Activity? Does it show as Draft? can you paste a full screenshot of the email activity?

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Community Power Pla... on at

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Hi @Mira_Ghaly @OOlashyn

Please find below the screenshot of the Contact Timeline. I can't see anything in the Email Activities section, only in Notes section I can see all the reset password mail which doesn't deliver to contact email:

Screenshot1:
Contact Notes, all reset password mail

Screenshot2:
Contact Notes&Activities

Please help me with this.
Thanks,
Amit

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