Email or a notice when a case is assigned

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Posted on by Community Member Microsoft Employee

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.

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Community Member Microsoft Employee on at

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RE: Email or a notice when a case is assigned

This is so usefull! You saved a lot of work hours and figuring around. Thank you for your help!
LuHao 40,872 on at

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RE: Email or a notice when a case is assigned

Hi SorenMeyer,

In order to insert the URL of the Case record in the email, if we use OOTB way, we can only create a new field for the Case entity, then manually paste the URL of the Case record into this field, and finally insert the dynamic value of this field in the workflow email editor.

If you want to get more answers to this problem, I would recommend you post a new thread for this problem so that other experts will also participate in the discussion.
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LuHao 40,872 on at

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RE: Email or a notice when a case is assigned

Hi SorenMeyer,

Please check the Create and Assign permissions for Activity in your security role.

If both are User level, then you cannot create all activity records for other users.

Both need at least Business Unit level.
Community Member Microsoft Employee on at

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RE: Email or a notice when a case is assigned

Hi Lu,

That is the exact same problem. Looks like i can't make any tasks for colleague, only to myself. Is there any access or permissions that i need somewhere? Btw, we all have this problem, and only way we can, is to make a task to ourself and then give it to somebody else. Problem is, this way the guy who makes the task gets a mail, and another mail when the task is giving.
LuHao 40,872 on at

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RE: Email or a notice when a case is assigned

Hi SorenMeyer,

If you create a task separately, instead of in the case timeline, will this error occur?
Community Member Microsoft Employee on at

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RE: Email or a notice when a case is assigned

& would it be possible to have a link into the mail? That goes directly to the case or task?
Community Member Microsoft Employee on at

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RE: Email or a notice when a case is assigned

yeeah sorry! Forgot it was on Danish;

"You do not have sufficient privileges to access the Microsoft Dynamics 365 object or perform this action. Contact Microsoft Dynamics 365 Administrator"

Might be a little different, i just translated it.
LuHao 40,872 on at

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RE: Email or a notice when a case is assigned

Hi SorenMeyer,

Could you translate the error message in the screenshot into English?

Thank you.
Community Member Microsoft Employee on at

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RE: Email or a notice when a case is assigned

This is awesome! Thanks! Both are working perfectly.

So, when i create a case and wanna give a task to a colleague, i get this. Our administrator says we have full access, but which one exactly do we need to push to do these things? Thanks.
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LuHao 40,872 on at

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RE: Email or a notice when a case is assigned

Hi SorenMeyer,.

This is the condition I added before sending the email.

First, the entity of this workflow is Task.

Add step - Check Condition.

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

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