Send notification for case duration

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Posted on by Dynamic365Admin

Hi,

I have created a custom field in the case entity to capture the total duration.

I want to set up a Power Automate flow to send notifications when a case will exceeds 2 hrs.

The challenge is I cannot capture the entitlement name from the Case entity.

Please assist me on this

Thanks

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WMeschalin 75 on at

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RE: Send notification for case duration

Hello,

how are you trying to capture the entitlement name?

Are you using a connector in Power Automate or are you using WebAPI to access Dynamics?

Best Regards

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Dynamic365Admin 77 on at

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RE: Send notification for case duration

Dataverse connector atm I am trying to use

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Nya 29,060 on at

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RE: Send notification for case duration

Hi,

Do you mean to access the name of the entitlement and use it in the notification?

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Dynamic365Admin 77 on at

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RE: Send notification for case duration

Checking the cases with some specific entitlements and then reading the total duration against those cases captured in a custom variable in the case entity.

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Dynamic365Admin 77 on at

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RE: Send notification for case duration

Anyone with further thought?

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Nya 29,060 on at

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RE: Send notification for case duration

Hi,

Here are the steps to access the entitlement.

1. Convert the GUID of the entitlement as a string.

2. Perform a non-empty judgment on the string in the previous step, i.e. the length is greater than 0.

Then you can get the row of the entitlement with the GUID.

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Dynamic365Admin 77 on at

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RE: Send notification for case duration

Thanks but how do I get the entitlement name out of the GUID?

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WMeschalin 75 on at

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RE: Send notification for case duration

You retrieve the Entitlement Entity with the GUID you get out of that field, then you access the fields of the retrieved Entitlement.

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Dynamic365Admin 77 on at

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RE: Send notification for case duration

Figured it out, all good!

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