Case status reason change based on e-mail from external

(0) Share

Report

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

I have the same question (0)

All responses (7)

Answers (2)

Suggested answer

Justinp 175 on at

Like (1)

Report

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.

Was this reply helpful? Yes No
Justinp 175 on at

Like (1)

Report

If condition explained:

Was this reply helpful? Yes No
Reinoud van der Hijden 10 on at

Like (0)

Report

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?

Was this reply helpful? Yes No
Justinp 175 on at

Like (0)

Report

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.

Was this reply helpful? Yes No
Verified answer

Justinp 175 on at

Like (1)

Report

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).

Was this reply helpful? Yes No
Suggested answer

Reinoud van der Hijden 10 on at

Like (1)

Report

Love it, that did the job!

Thanks!

Was this reply helpful? Yes No
Verified answer

Nya 29,060 on at

Like (0)

Report

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:

Was this reply helpful? Yes No