Notify User When Case or Activity is Assigned to Them

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Posted on by YB

Hello, is there a way to enable notification when a case or activity is assigned to a user? I tried creating a workflow in Dynamics 365 using the below steps, but it did not work. I also tried to create an automated workflow in Power Automate, but I did not find a trigger for it.

Dynamics 365 Settings:
- Under Process Center, select Processes.
- Click on New to create a new process.
- Fill in the Process Name, choose Workflow as the Category, and select the appropriate entity (e.g., Case or Activity).
- Click OK.
Configure the Workflow:
- Set the Scope to User or Organization depending on your needs.
- Set the Start When condition to Record is assigned.
Add a Step:
- Add a step to send an email notification.
- Under Add Step, select Send Email.
- Configure the email with relevant details such as subject, recipient (assignee), and body.
Activate the Workflow:
- Save and activate the workflow.

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Cui Hao Microsoft Employee on at

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Hi,

I have created a flow in Power Automate that accomplishes your purpose.

As a case is assigned to a user, the record in its /Owner/ field changes, and you can use this record change to create a trigger.

Then you need to dynamically retrieve the row where the value of the Owner field changed. This retrieved record is all the information about the new owner.

Finally you can get the email address of the new Owner and send an email notification.

I have successfully run this flow, you can refer to it.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

Best regards,
Cui Hao

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YB 65 on at

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Hi,

Thank you! It worked for cases assigned, but is there a way for the email sender to be the previous owner of the case or activity? Because currently, when the user is notified, the sender of the email is the user who created the flow.

In "from", I added primary email, but that did not work. What should I add in "from" for the sender to be the person who assigned the case or activity?

Also, I created a similar flow for activities and only changed the table name to activities, but it did not work.

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Cui Hao Microsoft Employee on at

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Hi,

I'm afraid that's impossible.

Since flow is created by us, it is triggered when we, the account, assign the case, so the sender can only be the person who assigned the case, i.e., us.

I hope this helps.

Best regards,

Cui Hao

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YB 65 on at

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Hi,

Oh, ok. Thank you for your help!

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