Create Work flow after case is created in CRM

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Posted on by Zeera

Hi,

I am a beginner in Microsoft Dynamics CRM Online.

I want to create a workflow such that Once a case is created for a customer, an auto reply email is automatically sent to that customer highlighting the CaseID.

I would really appreciate if someone can help me set this up

Thanks

Zeeshan

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Faizal 545 on at

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RE: Create Work flow after case is created in CRM

Hi Zeera,

You can follow the steps in below link.

1. Step by Step to create workflow and create email step:

https://itsolutions.bdo.ca/insights/how-to-create-an-email-notification-workflow-in-microsoft-dynamics-crm-2015/

2. Similar query in MS Community:

https://community.dynamics.com/crm/f/117/t/103610

(Mark as answered, if my reply answered your query)

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PS 23,577 on at

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RE: Create Work flow after case is created in CRM

Hi Zeera

Go to settings>>processes>>new

follow the steps below:

Enter From & To

Click on subject>>from the right, ick case number and then type your text

Click on activate

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Zeera 77 on at

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RE: Create Work flow after case is created in CRM

Hi Prashant,

Thank you so much for your detailed reply. I have managed to create a work flow but I think EmailTo information is incorrect.

I should have mentioned that these cases are created from our website. User fills a form from on our website which creates a case in our CRM.

Once a case is created in CRM it looks like below

As you can see from image 1 that case details field is empty which we fill up manually.

Customer contact details are captured under another section name "Wesbsite Support Ticket" (see second image)

I believe we will have to use Email field from website support ticket section to run the workflow?

How can I use the details from second image to run the workflow.

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PS 23,577 on at

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RE: Create Work flow after case is created in CRM

Its a limitation, you cannot send an email to 'email' field on case. it has to be to a customer or contact.

You can do it like the following steps, which will create a contact as well:

Set properties of contact by mapping case-name to last name and case email to email

Then set properties of your email

Activate the workflow

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Zeera 77 on at

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RE: Create Work flow after case is created in CRM

Hi Prashant,

Thank you so much for your guidance.

I can now send an email but the email is not being delivered to end user. I can see in cases that the email is set regarded but when I open up the email it says "The message has not been submitted for delivery" and at the bottom of the page it says "Pending Send".

Can you suggest what could cause this?

mailbox settings is CRM for Outlook, it's not server side synchronisation.

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PS 23,577 on at

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RE: Create Work flow after case is created in CRM

The sender's outlook account must be open; in this case Zeeshan's outlook client must be open and running. He will receive a pop up where he must tick always allow.

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Zeera 77 on at

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RE: Create Work flow after case is created in CRM

Hi Prashant,

Thank you for your reply.

Sender's Outlook cannot be opened all the time. Can I create a new Account in CRM and set it to be server side synchronization, will it then send an email without Outlook being open? is this a right approach?

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PS 23,577 on at

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RE: Create Work flow after case is created in CRM

Yes, that would be great.

Please verify all answers, which has helped you.

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Zeera 77 on at

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RE: Create Work flow after case is created in CRM

Hi Prashant

Thank you for your reply.

I have setup mailbox to be server side synchronisation. I can see that work flow runs successfully, the email is set regarded but does not deliver the the recipient. I see below error on the email "
The message delivery failed. It must be resubmitted for any further processing."

Any Suggestions?

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PS 23,577 on at

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RE: Create Work flow after case is created in CRM

Check the following:

1. Support case 'email' contains an email address or not

2. Have u approve email id of the user sending email from Global admin user (not system admin)

3. Run 'Test & Enable mailbox', check what are the test results for incoming and outgoing emails, if there are errors, share the screenshot

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