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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Role assignment
Customer experience | Sales, Customer Insights,...
Suggested answer

Role assignment

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Posted on by Teska.chawla 156
  • Hello Experts,

I have a requirement-

A custom entity "A" is present which includes data of the users in crm system.

For a new user, this entity will contain a form which will be filled by someone. The form has fields which will contain data of the business unit, etc. 

Now an email will be sent to IT department which will create a ticket in the ERP system that licenses has to be assigned to the user.

After sending of email, an acknowledgement email will be received with the ticket number.

I need this ticket number to be mapped to the custom entity "A". How to do it???

Can someone help me with this request?

  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Role assignment

    Hi Partner,

    You can enable 'Activities+' options for the custom entity:

    pastedimage1678087125338v1.png

    Then you can add timeline on the form of the custom entity:

    pastedimage1678089085348v2.png

    Then you can send email from the custom entity directly:

    pastedimage1678089263671v3.png

    Next steps: Set and configure email, mailbox and track email automatically

    How to deploy Dynamics 365 App for Outlook | Microsoft Learn

    https://learn.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/set-option-automatically-track-incoming-outlook-email#automatically-track-email-messages 

    Replied email with ticket number will be shown timeline automatically.

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