Workflow for emailing when a case is submitted to you

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Posted on by Community Member

Hello!

Somebody might have asked this, but couldn't find it.

We want to get an email, whenever a case, company or just something in Dynamics 365 Sales Pro is assigned to you. So whenever somebody assign soemthing, an email is made.

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Thijs van der Klei 780 on at

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Hi Soren,

This can be done using workflows. e.g.

Kind regards,

Thijs van der Klei

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Community Member on at

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Hello Thijs,

Can you show me how the Email should look like? I can't make it trigger right.

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LuHao 40,892 on at

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Hi SorenMeyer,

For a single entity (such as a case), creating such a workflow is very simple.

However, if you want to implement this requirement on all record entities, then you have to create the same workflow for all record entities, which is cumbersome.

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Community Member on at

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Hello Lu,

I just want it to trigger in RMA, companies & sales opp. Its the email and setup i struggle with and can't make it trigger.

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LuHao 40,892 on at

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Hi SorenMeyer,

Taking the Case entity as a demo.

First, we need to create a lookup field of the User entity for the Case to represent its owner who is before being assigned.

Then, create an real-time workflow to set the orignal owner into this new field.

The effect of selecting Start when: Before is that the Owner at this time is the original owner.

Finally, create a background workflow. The Owner is the new one at this time.

The effect is as follows.

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Community Member on at

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Awesome. So whenever any case is made, they get an email? - Will the same setup go when it's made in sales opp & when a company is assigned to somebody else?

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LuHao 40,892 on at

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Hi SorenMeyer,

Yes. This workflow also works for Sales app.

If you create a workflow with the same settings for the company entity, it will also work on the company record.

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Community Member on at

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Okay, this step i'm kinda confused about. Cant make mine look like that or find it.

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LuHao 40,892 on at

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Hi SorenMeyer,

This is a custom field and we need to create it manually.

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Community Member on at

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Okay, ofcourse. But this will only trigger on RMA right? Do i have to make custom fields in other places and make new workflows to get sales opp & companies to trigger too?

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