Case status reason change based on e-mail from external

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Posted on by Reinoud van der Hijden

Hi,

Is there a way to change the satus reason of a case when an external contact has send a mail regarding the case?

kind regards,

Reinoud

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Justinp 175 on at

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Hi,

Not sure if you are online or onprem.

Either way try a workflow:

(Quick thoughts :) )
on Create of email
Check condition if regarding case of the email case contains data & direction is incoming
if yes update status of regarding case to what you want.

When you say external contact, I am not sure if you want to make this relevant. You might be able to check the sender (contact) in the if condition if you do need it.

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Justinp 175 on at

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If condition explained:

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Reinoud van der Hijden 10 on at

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Thanks, i'll try that! I am on D365 - CE - online version.

Now i am trying something like that, but doesn't do mucht for now.Do you perhaps now how much time can pass before this should work?

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Justinp 175 on at

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Interesting, you can look at the process sessions to see if it is running / failing. It should work almost immediately. As you are online you could work with Power Automate too.

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Justinp 175 on at

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Sorry I see :)

Your 2nd step will not fire as it is not inside your if condition (that was my mistake for putting together the WF too quickly).

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Reinoud van der Hijden 10 on at

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Love it, that did the job!

Thanks!

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Nya 29,060 on at

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Hi,

You can use workflow to solve this problem.

Check condition if regarding case of the email case contains data & direction is outgoing.

The Status after the Case is created is in process, so the Status changed here is waiting for details

The test results are as follows:

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