Send email to customer and technician when customer open a new case on web ( Partner portal)

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Posted on by cpaun

Hi All,

I am new here and try to figure out how to get customer open a new case on web portal and once submit the case the suport team get a email with new case creation and as wel customer get confirmation that the case was opened

I am on the point where the client can open the case and will see the case opened on portal account, the technician can see the new case on Customer Service Hub but nobody get email .

Any help appreciate

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lmasieri on at

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RE: Send email to customer and technician when customer open a new case on web ( Partner portal)

Hi cpaun , are you using the Field Service Portal capability described here:Enable self-scheduling service appointments in Dynamics 365 Field Service (contains video) | Microsoft Docs? If so, have you tried following the steps outlined under "Step 2" in that article? That capability will enable the customer to receive the email, but it will not enable the technician to receive it.

Thanks,

Luis, on behalf of the Field Service Engineering Team
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Gabriel Dias Junckes 2,428 on at

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RE: Send email to customer and technician when customer open a new case on web ( Partner portal)

Hi.

You will need to create a Flow to trigger from the creation of a case when the origin is portal. In the same Flow, you can email the client and the team.