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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Hi,

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

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

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