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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Update Service Activit...
Microsoft Dynamics CRM (Archived)

Update Service Activity Status based on Email

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Posted on by Community Member

I am looking for a way for my technicians in the field to update the status of their Service Activities when they arrive on site. I initially wanted to use the phone app however this is not possible it seems. When a technician is assigned a service activity they will be sent an email with the job information. Is there any way for them to reply to the email and have the status of the Service Activity updated to in Progress? If anyone has any other ideas that would be great. I know they have the ability to do it through their laptops but trying to avoid them having to pull that out when they arrive on site.

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  • Verified answer
    Brad Sprigg Profile Picture
    Brad Sprigg 985 on at

    If the reply email is automatically synced to CRM via Server-side Sync or the Email Router, you might be able to do this via a plugin. First thing you will need to do is find the original email they are replying to so you can check the regarding field to find out which Service Activity they are referring to. One method I have used before is to check the conversationindex field of the newly created Email record. I then used the following code to find the original email.

    Entity originalEmail = FindOriginalEmail(localContext, conversationIndex.Substring(0, 44));
    private Entity FindOriginalEmail(LocalPluginContext localContext, string conversationIndex)
        {
            var orgService = localContext.OrganizationService;

            QueryExpression query = new QueryExpression();
            query.ColumnSet.AddColumns("activityid", "trackingtoken");
            query.EntityName = "email";
            query.Criteria.AddCondition("conversationindex", ConditionOperator.Equal, conversationIndex);

            EntityCollection results = orgService.RetrieveMultiple(query);
            if (results.Entities.Count == 0)
            {
                return null;
            }
            else
            {
                localContext.Trace(String.Format("Number of emails found - {0}", results.Entities.Count));
                Entity returnValue = results.Entities[0];

                localContext.Trace("Exiting FindOriginalEmail");
                return returnValue;
            }
        }

    From there you should be able to use the Regarding field to identify and modify the Service Activity.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Was looking for an out of the box solution but I guess there is none at this time. Thanks!

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