Why is Workflow not triggered for Self Service Portal Cases

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Posted on by nkrauter

Hello all,

when cases are created using the customer self service portal workflows are not triggered. Do I need to configure something? When I create a case manually in Dynamics workflows are triggered just as expected. Even if I convert an email to a case the workflows run. I have configured my workflow to run when a case is created or updated which should also be true if the case is created in the portal.

Thanks

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Bipin D365 28,983 Moderator on at

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RE: Why is Workflow not triggered for Self Service Portal Cases

Hi,

Could you please check the Scope of your workflow, you should set this to Organization instead of User

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RE: Why is Workflow not triggered for Self Service Portal Cases

Hi Nicolas Krauter,

As Bipin Kumar says, you should check the scope of your workflow. If it is not organization, please change to organization to have a try.

This is the difference between four type of scope: 4 Workflow Scopes in Microsoft Dynamics and How to Set Them Up (ledgeviewpartners.com)

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nkrauter 59 on at

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RE: Why is Workflow not triggered for Self Service Portal Cases

Thanks a lot. Now the workflow is triggered as expected.

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