Workflow to send email upon Case record creation

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Posted on by Brad Baumert

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We are using CRM Online. I am attempting to use Workflow to send and email to a client once a Case is created. In every instance, the Customer that populates the customer lookup of each particular case has a working email address.

I have created a process with a workflow that states to Send Email (using a template I've created) upon creation of the record. The problem is, I suspect that there needs to be steps in front of that step. The Set Properities of the Send Email step ask for the From, To, etc.

My question is basically this, can the TO: be auto populated with the Customer's email address somehow?

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GL-23071537-0 on at

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Hi Brad,

You should just be able to populate the To field on the Case directly with the Customer. Does that answer your question?

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Neil Benson 7,369 User Group Leader on at

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In your workflow, click Add Step.

Select Send E-mail.

For Send e-mail, select Use Template.

Click Properties.

In the Send E-mail Using Template form, specify the From: as the user or queue you want to send the email, To: as Customer, choose your template type and template, specify Regarding as your case.

Click Save and Close in Send E-mail Using Template.

Save your workflow and activate it.

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Brad Baumert 590 on at

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OK, I am on the right track but I must be mising something. I don't see how to populated the TO: field with the {customer(CASE)}.

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Muhammad Adeel Javaid 5,580 on at

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If I am not wrong you want workflow to send an email to a client once a Case is created. In order to achieve this what you can do is create a one more field (say Customer Email Address) in Case entity. This field needs to be updated as soon as the Case is created with the customer email address. You can use Table Level script to update the email address in the same.

Once the value is updated successfully, you just need to specify the field name enclosed within the # symbols in the To field of email action. (eg. #case_customeremailaddress# ). I have found that if you enter #pers_emailaddress# in the TO field, it does work and send the email to the Person selected against the case.

Hope this will help!

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GL-23071537-0 on at

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Just put your cursor in the To field and from the Dynamic values on the right, select Case, then Customer, click Add and then Click OK. That pops the token in to the field,

Hi Brad,

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