case to email

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Posted on by emadadel2009

i need to when i type post in cases in dynamics 365 to send this post reply to my customer ?

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emadadel2009 40 on at

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RE: case to email

The problem has been resolved

Thanks for your great support
emadadel2009 40 on at

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RE: case to email

i cerate as your support but in Condition (post(Regarding Type) is incident(incident is logical name of Case entity))

it continues in if (no)

Regarding Type contact
cloflyMao 25,208 on at

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RE: case to email

Hi emadadel,

Could flow work for you?

Regards,

Clofly
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cloflyMao 25,208 on at

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RE: case to email

Hi emadadel2009,

Please feel free to use the trigger and flow, the "Premium" here is not about any extra paid service.

The actual meaning of the word is: Common Data Service is premium connector in Power Automate.

You could click Learn more link to know what it means when focus on exclamation icon of any action.

Obviously a traditional workflow could also achieve it,

however, we might need to write code to build a custom workflow or plugin,

because there is no direct relationship between post and customer(contact/account),

we should retrieve associated case of post, then retrieve email field of customer from case by SDK method.

Furthermore, checking customer entity type is not supported in OOB steps of traditional workflow.

So it's recommended to do it with flow, but I'm willing to help you if you would prefer to workflow process.

Regards,

Clofly
emadadel2009 40 on at

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RE: case to email

hi Clofly Mao

thank you for your support

but trigger "When a record is created, updated or deleted" are Premium , Is there another free solution?

with like

setting > customization > Customize the System > processes
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cloflyMao 25,208 on at

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RE: case to email

Hi emadadel2009,

First we should create a flow from a new custom solution in make.powerapps.com.

Because only by do it we could retrieve associated case of a post record.

In the flow, we will always use "Common Data Service(current environment)" action,

the start trigger is "When a record is created, updated or deleted"

1. Trigger the flow when a post is created, we need to retrieve the newly created post again to get its regarding case.

2. Only perform more actions when the associated record of post(Regarding Type) is incident(incident is logical name of Case entity)

3. If regarding object of post is case, then retrieve fields data of associated case by Regarding (Value).

Regarding (Value) is entity record id.

4. Add a switch control:

when case -> customer type is equal to "contact", then retrieve related customer contact information by Customer (Value),

when case -> customer type is equal to "account", then retrieve related customer account information by Customer (Value).

Customer (Value) is also entity record id.

5. Send email with post text to customer.

Result

Case and its post comment:

Delivered email with post text:

Check for flow status after running

Regards,

Clofly