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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email or a notice when...
Customer experience | Sales, Customer Insights,...
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Email or a notice when a case is assigned

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Posted on by Community Member

Hello!

So, in Dynamics 365 SP, we use Service/RMA/Cases quite a lot. This means we also assign some cases to each other. The problem is we don't get any notification or email when somebody is doing this, or under a case when somebody need information in timeline, we are not getting any either.

Example: I make a case, i need information from a colleague, i make a "under-case" in the timeline, assign that to him a wait for answer. He won't know this without i'm telling him myself.

Is there a way to set this up? Thanks.

I have the same question (0)
  • LuHao Profile Picture
    LuHao 40,892 on at

    Hi SorenMeyer,

    We will use the workflow.

    Go to Settings > Processes, new a wokflow with Case entity.

    pastedimage1580978315598v1.png

    pastedimage1580978367701v3.png

    Choose the right scope. Select Record is assigned.

    pastedimage1580978504886v4.png

    Add Step - Send Email. 

    pastedimage1580978578947v6.png

    Set up such an email. You need to use the Form Assistant on the right to fill in the dynamic fields. Activate this workflow.

    pastedimage1580979151365v8.png

    Here I assume that the email was sent by the creator of the case to other users, so the "create by" field of the case is selected in "From".

    If the sender is not the creator of the case, then you need to create a lookup field for the User entity to store the old owner of the case. Then create a workflow to store the old owner.

  • Community Member Profile Picture
    Community Member on at

    Thank you for your answer. As i see this, this will give an email, if a whole case is assigned to a new person. This was also needed, so thank you! Is it possible to make one, when an action is needed for someone? Lets say i own a case, but i need somebody to do a smaller thing, so i create a task in the timeline (not giving the whole case)?

  • Verified answer
    LuHao Profile Picture
    LuHao 40,892 on at

    Hi SorenMeyer,

    You mean, you create a task within the timeline of the case and assign the task to User A, you would D365 automatically send an email notification to User A, right?

    If so, please refer to the workflow screenshots below.

    pastedimage1581324542399v1.png

    The workflow is triggered when a Task is assigned. The condition is that Task's Regarding is a case record and the action is to send an email.

    Condition screenshot:

    pastedimage1581324593663v2.png

    Email screenshot:

    pastedimage1581324618095v3.png

  • Community Member Profile Picture
    Community Member on at

    Thank you! I have tried to set it up, but i don't think the Regarding post is showing for me. i only have options like; changed /changed by, owner user/owner, or made by.

  • Community Member Profile Picture
    Community Member on at

    Oh, i think it's the setup i am missing, where you have  putted "regarding", into it. Can you please show a guide for that part? I am sorry for all this work, i'm totally new with workflow.

  • Verified answer
    LuHao Profile Picture
    LuHao 40,892 on at

    Hi SorenMeyer,

    Could you point out where "Regarding" you need to know?

    Please mark on my screenshots above and show it so that I can explain it clearly for you.

  • Community Member Profile Picture
    Community Member on at
    [quote user="Lu Hao"]

    Hi SorenMeyer,

    Could you point out where "Regarding" you need to know?

    Please mark on my screenshots above and show it so that I can explain it clearly for you.

    [/quote]

    Anm_E600_rkning-2020_2D00_02_2D00_10-155138.png This area. Yours looks different, like you have some sort of under-menu attached.

  • LuHao Profile Picture
    LuHao 40,892 on at

    Hi SorenMeyer,

    Here is a step I added to send email.

    pastedimage1581400069523v1.png

    pastedimage1581400092809v2.png

  • Community Member Profile Picture
    Community Member on at

    0116.Anm_E600_rkning-2020_2D00_02_2D00_10-155138.png

    I know, i was more wondering how you get it to look like this, so you have the "Regarding" option.

  • Verified answer
    LuHao Profile Picture
    LuHao 40,892 on at

    Hi SorenMeyer,.

    This is the condition I added before sending the email.

    First, the entity of this workflow is Task.

    Add step - Check Condition.

    pastedimage1581406740074v1.png

    Click <condition> (click to configure). Then select Regarding(Case), Case, Contains Data. Save and close.

    pastedimage1581406838184v2.png    pastedimage1581406909641v3.png    pastedimage1581407006844v4.png

    First click Select this row and click Add Step, then add step - send email.

    pastedimage1581407085301v5.png    pastedimage1581407101872v6.png

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