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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Workflow
Microsoft Dynamics CRM (Archived)

Workflow

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Posted on by Community Member

Dear Experts,

The current workflow is.. when the case has been created it will assign the case to the case ower as per seleted subject and sent email (assign case) notification to case owner.

Now i want if the case owner don't replay to that email within 24hours i want to to just to send an email notifcation to person XXX. his manager.

kindly help  

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  • Verified answer
    TheMarkChristie Profile Picture
    TheMarkChristie 10,328 Moderator on at

    Hi Imran

    This can be done by using SLA If the case is created and not modified in 24 hours then send to another user

    [View:https://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level-agreements-slas.aspx:750:50]

  • Community Member Profile Picture
    Community Member on at

    Kindly let me know the steps if you can help.

    2nd can i do it without SLA

  • Suggested answer
    TheMarkChristie Profile Picture
    TheMarkChristie 10,328 Moderator on at

    You could create a workflow that has a wait 24 hours and then checks of the Created on date and modified on date are the same, and if they are then assign the email to someone else

    blog.clickdimensions.com/.../crm-workflows-wait-versus-timeout.html

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