Modifying Case Creation Flow

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Posted on by Barış Kuzu

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Hello,

I'm new to D365 and Flows. Learning as I go.

Our business requires a lot of customization to Case records. Things like: if subject contains /this/ set its /custom column/s value to /this/ OR if the subject contains /this/ ASSIGN the case to /this/ OR EVEN if a case's status set to /This/ send an e-mail to /this/

Now imagine having like 20 rules like this with unique requirements for each of them. I think send an e-mail part could be done with JS for each situation. However, I've come to think that changing a case's records when it's automatically created requires modification to /Record Creating and Update/ Flow and adding a condition step before create the case step but since there are a lot of different conditions to check. What do you think would be the best approach to this? I'm open to new ideas like using external sources and such.

I'd really appreciate your input.

Thanks.

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Leah Ju Microsoft Employee on at

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Hi,

1.You can send emails in the power automate flow.

1)Outlook connector

2)unbound action

2.Condition:

You say that each of your rules is unique, perhaps you have to create a corresponding number of conditional steps.

Perhaps you could seek help from a FLOW professional to see if there is a better way.

https://powerusers.microsoft.com/t5/Get-Help-with-Power-Automate/ct-p/FL_GeneralDiscussions

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AzAddict 12 on at

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In a similar boat with my organization. I solved it with 70% Power Automate, 20% with JS, and 10% with the biz rules.

For Power Automate, there are ~15 or so complex flows that trigger on case create ("When a row is added") and a case modify ("When a row is modified"), with variable initiation and assignment, then processing with loops, then sifting through with conditions, with capturing the output via switches, and finally formatting HTML for the email and sending the emai (just like Lean Ju mentioned). Amey's blog has been instrumental in setting this up: https://www.ameyholden.com/

JS is mainly used to hide/show sections and do misc validations on the form and fields to aid user experience (this has been useful: https://github.com/diamitry/Dynamics365). Biz rules mainly are for the OOTB validations.

There may very well be plugins and/or third party integrations, but your most cost-effective way to set this up is via PA.

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