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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case status reason cha...
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Case status reason change based on e-mail from external

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Posted on by Reinoud van der Hijden 10

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

  • Verified answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Case status reason change based on e-mail from external

    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

     pastedimage1652407457810v1.png

    pastedimage1652407465646v2.png

    The test results are as follows:

     pastedimage1652407493569v3.png

     pastedimage1652407499884v4.png

  • Suggested answer
    Reinoud van der Hijden Profile Picture
    Reinoud van der Hijden 10 on at
    RE: Case status reason change based on e-mail from external

    Love it, that did the job!

    Thanks!

  • Verified answer
    Justinp Profile Picture
    Justinp 175 on at
    RE: Case status reason change based on e-mail from external

    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).
    pastedimage1652302009944v2.png
    pastedimage1652301971105v1.png

  • Justinp Profile Picture
    Justinp 175 on at
    RE: Case status reason change based on e-mail from external

    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.

    pastedimage1652301734916v1.png

  • Reinoud van der Hijden Profile Picture
    Reinoud van der Hijden 10 on at
    RE: Case status reason change based on e-mail from external

    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?

    pastedimage1652301079164v1.png

  • Justinp Profile Picture
    Justinp 175 on at
    RE: Case status reason change based on e-mail from external

    If condition explained:
    pastedimage1652300273157v1.png

  • Verified answer
    Justinp Profile Picture
    Justinp 175 on at
    RE: Case status reason change based on e-mail from external

    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.

    pastedimage1652300067215v1.png

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