A process to notify users when Portal Comments are posted.

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Posted on by JoelD

I am interested in setting up a process that will send out emails to notify users that Portal Comments have been posted to the Customer Self Service Portal.

I have it partially working but I am having trouble with setting the right conditions for what i want to do.

Here is the jist of it:

1. Check whether the Comment came from a Customer via the portal or was created via the Customer Service Hub by our support staff.

2. Then based on where it came from create an email that goes to either our support staff or the customer to let each party know that a comment has been posted.

Now, i know that Portal comments created from the Self Service Portal are created by SYSTEM and ones created from the Customer Service Hub are created by the Case Owner. How do i create a conditional to check for that? I have tried a variety of things, but to no avail. Any help would be appreciated.

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Answers (1)

JoelD 10 on at

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RE: A process to notify users when Portal Comments are posted.

Leah,

Thanks a bunch. That did just what i needed.
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Community Member Microsoft Employee on at

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RE: A process to notify users when Portal Comments are posted.

Hi JoelD,

Except that the ‘to’ and ‘owner’ fields refers to something different, portal is system and crm is case owner.

The ‘subject’ field is also different, the subject field of portal comments from portal is blank, though it is required field, if you create portal comments from crm, the subject field must be filled.

From portal:

From CRM:

So you can use ‘subject’ field contain data as condition to specify the portal comments from crm or portal.

Regards,

Leah Ju

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