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Hi,
My question is a 2 part question.
My client works off an account manager model with their accounts. So when a case is logged by an account, the expectation is that an email will be triggered to the account manager and the backup person to then route the case to the appropriate team.
I am thinking of using the connection field to show the relationship between the users and the accounts (as the expectation is that we should have flexibility to add more than 2 person to the grid) however i am finding it difficult to create a workflow to trigger an email when a case is added to the connection on the account the case is for.
1) Can someone please validate if you think this design is right. Is there a better way for me to meet this requirement?
2) Can someone help me through doing this workflow? As no matter which entity i choose to work with (case, account or connection on the creation of the workflow), i cannot get it to a stage that it will trigger an email to the account manager. If i won't be able to do this on this design then i am going to have to re-design as this component is critical.
Thanks!
J
Hi,
1.) yes , your design is ok.
2. ) You need to create custom workflow or plugin in order to get the record from connection entity.
Workflow
- Create a workflow trigger on creation of case, check if account field is contain data, then proceed with a custom workflow to get the connection record.
How to Create Custom Workflow
Workflow Activity Parameter
http://anythingcrm.blogspot.com/2013/07/crm-2011-workflow-activity-parameter.html
How to retrieve connection record
[View:https://community.dynamics.com/crm/f/117/t/242226:750:50]
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