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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email is not getting t...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Email is not getting triggered

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Posted on by _nanu2208 105

Hi,

When a case is created through a portal, by default the owner name is SYSTEM in CRM. I have created a workflow to send email to CRM user that new case has been generated. I have set From field to Owner(case) but email is not getting triggered.

pastedimage1612869120606v1.png

My questions are: 

1. What can be done to solve this issue?

2. How to check email notification sent by system?

Thanks in Advance

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    We had this issue as well, the long answer is that I wrote a plugin to handle it.

    A more flexible OOB solution - depending on the way the case comes in, could you have some sort of 'account rep' tied to the Account/Contact and have the email go to that person?

    Another option, could you automatically assign the case to someone and have the assignment trigger the email?  On Create of Case, if Owner not equal to a user (not sure if this part will work).  - then assign to 'some user', next process triggers on assign, send email to 'some user'.

  • _nanu2208 Profile Picture
    _nanu2208 105 on at

    Hi Mike,

    I am new to write plugin. Do you have any good link which I can refer? and We don't have 'account rep' tied to the Account/Contact. I have created a workflow when system administrator assign case to another user then send an email to that user. and now my requirement is when case is created send an email to system administrator. Issue is with setting From in email.

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