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Hello, can someone help me with this issue I am receiving?
What we are trying to accomplish is say a shipment center receives a package and the package is missing a packing slip or PO. So the person goes in and creates a case and assigns a buyer or an internal employee who might have the information to attach it in the system so that it is more efficient than manually sending emails. From there, once a document has been attached, it will be marked as case resolved and notify originator that this case is closed and the right documents are attached.
However, right now I am stuck on the first step. After a case is created and I try to assign it to another employee responsible, it does not send an email notification to that person. It default sends an email to me unless I manually create workflow groups and configure it so that only those people are emailed every time. But if we have multiple buyers or each case that is created might be related to different people, is there a better way to do this than manually creating new workflow groups each time?
Is this something related to case categories or case processes?
An alternative might be leveraging the PowerPlatform / Flow with the help of alerts/business events.
Then you are so to say 'free' in the way how you design your process.
Hi @Ang13, Here is what you can do:
1. Create a case category for the main business process.
2. Create a case process and attach it to the category.
3. In the case process that you create, define default tasks. here in your case its Attaching Document, sending mail, resolving case.
4. In the worker responsible tab of the case process tab, add the employee or the employee group you want to be responsible for the task.
Now when you create a case, attach the category, the case process should automatically pre-populate. In the Case log tab you your case you can add activity and view details and then close the activity to move on to the next stage of the case process. You can then trigger various events from these activities and they will be reflect for the Worker responsible set in the Case process(step 4).
For customized functionalities You can use the Activity clicked button as trigger in the CaseDetails form.
Hope the answer was helpful.
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