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I have a requirement that, when the case was resolved an email notification will be sent to the customer email address that your case has been resolved on that Case resolution Email notification a disclaimer was mentioned that replying to this email will reopens/reactivates your case.
So here the case should have to be reopened automatically with the same case number without creating a new case, when a customer reply's to that Email.
And i need to achieve this using the OBB functionality. Kindly share the workflow steps if we can able to done with the workflow.
Thanks everyone for your valuable answers and suggestions.
This is not straight forward and requires some bits and pieces from various components. You will need to set up email configuration & queues to send email from, a workflow which sends email when the case is closed (Workflow1) and another workflow which triggers when email is received (Workflow2).
The email which you will generate from workflow 1, have some static text in the subject like "Your Case Resolved!!!". Now on workflow 2, which triggers on email recived, check if it contains the same text in subject and starts with "Re". This is because when you reply to an email, RE: gets prepended automatically. With this, you will be able to track these emails. Next you just need to add the statp to change status of the regarding case from closed to open followed by another email stating your case is re-opened.
There may be some other ways as well but this is what I can think as of now.
Hope this helps.
I also agree ,its not a straight forward requirement , we had a same type of requirement , below mentioned steps will be helpful for you .
1- Create Auto record creation rule for case entity (it will create a case when any new incoming email) . Using this you can do multiple things like Acknowledge to customer for any new case created , acknowledge the customer on update of certain field (like in your case status will be change after resolve) . along with that you can also call workflow in other Actions (means you can extend you other logic's too)
2- you need to write a plugin on pre -operation of email creation , which will check the case number available in email subject line in case entity ,if record is available then set the regarding of email record with existing case (Auto Record creation rule is like a back ground workflow which will run after plugin so it will not impact case creation).
if still you have any doubt, please raise .
i have created a Auto record create update rule for case creation and created a workflow to send an Email notification when the case was created and resolved. I have used the Email templates for case creation and case resolution and Case reactivation. And done the Email configuration --> mailbox configuration
I am getting the case reactivation email notification when i reactivate the case manually but here what i need was When a customer reply to the Case resolution email the case should have to reactivate automatically and without changing the case number.
yes, for that you need to have some kind of logic (may be a case number as suggested by Ambar above or some static text as suggested by me) to determine that this is the email in response to the closure email. Once you are done with that, you can use change record status step to reopen the case.
Go through with this , some buddy has updated it on internet .
I should have to do this either with OBB or with North52 BPA addon
its Hard to get it through OOB , we checked all the thing in our turn .
point is you need to check case number available in subject line of email in existing Case record .
Reactivating a case with workflow is OOB functionality. What's your concern with workflow?
Nothing Ravi as Ambar shared the URL which consists of plugin code, i have replied for that.
Ohh Sorry. I thought for some reason you are not considering workflows. Please try above suggestions and let us know how you go.
No Problem Ravi.
I am facing some issues
1. While i was doing the test, After the case was creating i am getting Case creation acknowledgement email notification to mail Email when i was replying to that Email like "Thanks for Accepting my request" it was not showing up on that Case activities list.
2. And sometimes the Email sent to support mail was getting to into that Outlook mail but the case was not creating in CRM. Like we are having 2 mailboxes one mailbox was and working cases are creating for that when an Email was sent, but other mailbox one was not working properly, i just tried TEST&ENABLE mailbox to check whether it was working or not i am getting the test check email to the outlook. And in the mailbox incoming and outgoing both are success.
3. So for that i have deactivated the Mailbox and reactivated again then i got all the Emails that i have sent before and all cases are created again i have checked system jobs there the workflows are triggered and the cases are created. But i didn't know why the emails that sent months ago are again triggered and converted into cases now.
Thanks in Advance.
Are you still facing the above mentioned issues? If yes then please create new post to get suggestions from others community members as well. This will help the post stick to the main question.
Also, if you have got the answer to your main question then please close the this thread by marking the suggestion as verified.
I just wanted to know if the workflow steps could be shared in order to achieve this functionality.
Assistance will be much appreciated.
Hi Can you please share a screen shot of the workflow. I have to achieve the same requirement for my organisation.
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