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We are using Case management in D365. User are finding difficult to see if any new incoming emails to the case as they normally have 30+ active cases. What they are doing now, is go into each case everyday to check if any new emails coming, which is really time consuming. We not able to use 'modified on' date as modified on won't trigger by new emails.
I suggest we can create 'last activity' lookup field in the case with workflow to update if any new activity coming. In that case, we can add last activity 'created on' date into the 'active case view'. Where user can sort out their cases by last activity 'created on' date ans see if any new recent activity.
Any other solutions? Much appreciated.
I think you have already found that one of the best solution to tackle your business requirement.
See below link to implement Last Activity Data/Last Email Data.
You can use the below fetchxml and create a public view to get the incoming email for a particular date and also retrieve the Case. You can create a Public view.
<fetch version="1.0" output-format="xml-platform" mapping="logical" distinct="false">
<attribute name="subject" />
<attribute name="regardingobjectid" />
<attribute name="from" />
<attribute name="to" />
<attribute name="prioritycode" />
<attribute name="statuscode" />
<attribute name="modifiedon" />
<attribute name="activityid" />
<order attribute="subject" descending="false" />
<condition attribute="directioncode" operator="eq" value="0" />
<condition attribute="createdon" operator="today" />
<link-entity name="incident" from="incidentid" to="regardingobjectid" link-type="inner" alias="ai">
<attribute name="title" />
<attribute name="ticketnumber" />
Hope this helps
Basically, there are two solutions.
Solution 1. As Bipin mentioned, create a date field and an email lookup field for Case, then create a workflow to update these two fields with the new email related to Case.
Solution 2. As Pankaj mentioned, create one or more views for Case to show Cases with new emails in a specific time.
For example, this view is used to show cases where a new email is generated today.
This view is used to display cases where new emails have been generated within the previous 7 days.
You can create views for specific time periods.
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