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Re-add case numbers onto emails

Why can't I see the case numbers on emails anymore? How do I add the CaseNo field back into Outlook?

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Written by Valeriu Holtea
Updated over 6 months ago

If you are unable to see case numbers on emails that should have them, please follow the instructions below:

  1. Highlight the email folder which isn’t displaying the CaseNo column.

  2. Go into View > View Settings; or View > Current View > View Settings.

  3. Click on the Columns box at the top to Show Columns.

  4. Select User-defined fields in folder from the Select available columns from: dropdown.

  5. Click on the New Column... button.

  6. Enter CaseNo into the Name field and choose Number for the Type field.

  7. If the Format field does not auto-populate, select All digits: 1,234.567 -1,234.567.

  8. The CaseNo will now be an available field to choose.

📌Note: For the CaseNo to display neatly in your email view, you may want to arrange the CaseNo column as the third entry down the list in the Show Columns area.

Increasing the Maximum number of lines in compact mode: to three can also help with visibility.
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If this does not resolve your issue, please raise a new case online and reference the title of this article.
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