Create a case based on email received.

(0) Share

Report

Posted on by VermaMC

463

Hi All,

I have got a requirement to create a new case in cases form in Dynamics 365 Finance and Operations when you receive an email and send a response with the case id to sender. When I was researching about it, I found all the articles are related to CRM. So, I need some help to configure it in D365FO. I am using PU55.

Regards,

Verma MC.

All responses (10)

Answers (1)

AD-04070934-0 2 on at

Like (0)

Report

Create a case based on email received.

Hi, how did you fix point one - you mentioned there was some issue in the data entity and you fixed it? What issue was there?
Mohit Rampal 12,550 Super User 2024 Season 1 on at

Like (0)

Report

RE: Create a case based on email received.

That's a better solution, Thanks for sharing it Verma.
Suggested answer

VermaMC 463 on at

Like (0)

Report

RE: Create a case based on email received.

Thanks, Mohit.

I tried it a little bit different approach.

I have made the caseID field non-mandatory at the data entity level and there was already some standard code to automatically create the case id with number sequence in data entity methods. Then, I left the case ID field empty at the power automate flow and it worked.

Thanks for all the suggestions by you and Martin.
Suggested answer

Mohit Rampal 12,550 Super User 2024 Season 1 on at

Like (0)

Report

RE: Create a case based on email received.

Hi Verma, not sure if there is clean way to address the second issue but there is a work around that can work.

Create NoYes enum field IsCreatedFromAutomate and you can give any value for Case Id in power automate. Write code at table insert that if this enum is Yes then CaseId will be next number from the number sequence.

I would still suggest to check if there is another way before implementing this workaround.
VermaMC 463 on at

Like (0)

Report

RE: Create a case based on email received.

I was able to resolve Point 1. There was some issue in the data entity and fixed it. However, Point 2 still persists
VermaMC 463 on at

Like (0)

Report

RE: Create a case based on email received.

Thanks for the responses.

The cases data entity was not public. So, I duplicated it to made the new one public.

I have created the below flow.

Now, I have two issues.

1) I am getting the below error when I run it.

2) I wanted the CaseId to be auto generated with out manually providing it in the flow. I saw few articles where the field should be empty if we expect the number sequence should get triggered. But, in my case the flow itself is not saving if the value is not provided throwing error that it is mandatory.

I am quite stuck with this stuff. So, any guidance would be of great help.

Regards,

Verma MC
Suggested answer

Mohit Rampal 12,550 Super User 2024 Season 1 on at

Like (0)

Report

RE: Create a case based on email received.

Hi Verma, You can check below tutorials on reading email content and attachments using power automate and then connect to Data entity and create a record and send email to sender.

www.youtube.com/watch

www.youtube.com/watch
Martin Dráb 230,414 Most Valuable Professional on at

Like (0)

Report

RE: Create a case based on email received.

Yes, I suppose that articles exist. Try a web search engine to find them.

I also believe that there are some Power Automate templates using an incoming email as the trigger.
VermaMC 463 on at

Like (0)

Report

RE: Create a case based on email received.

Thanks, Martin.

Is there any article that you could suggest which I can use it for reference?
Verified answer

Martin Dráb 230,414 Most Valuable Professional on at

Like (0)

Report

RE: Create a case based on email received.

You could have a Power Automate flow or a Logic Apps running when an email is received and create a case in F&O through the F&O connector.