Autofill case description field with email description

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Posted on by RachelColes

Hi All,

Here is the problem/

1. I created a case queue which will automatically create a case and add the case to a contact/account from an inbound email. That part works fine but we want to add the email body to the description field of the case.
See the below screenshots:

When I open the Power Automate flow within the description field what do I need to enter here? To allow mapping to the email description (I've checked and made sure Rich Text is done on controls)

2. I've also want an teams message to be sent to a cteams channel notifying the staff a new case has been created

The problem I have is the following error message when I add the Post message part

Request to XRM API failed with error: 'Message: Flow client error returned with status code "Forbidden" and details "{"error":{"code":"XrmInsufficientPrivileges","message":"The user does not have sufficient privileges in XRM to perform this operation. Required privilege 'prvActOnBehalfOfAnotherUser' is missing."}}". Code: 0x80060467 InnerError: '.

Any help will be appreciated

Rachel

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Answers (1)

RachelColes 71 on at

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RE: Autofill case description field with email description

Hi Leah,

Figured out the problem.....

We use AAD RBAC groups connected to Teams in Dynamics Power Platform, we don't assign individual users security roles. Power Automate doesn't seem to like this as I put in my name but becuase it could see my roles in Powewr Platform it denied it. Once I added System Administrator back on my individual user Power Automate was happy with this.

I'll be looking more into this but the flow is working bgreat now and thank you for the help

Regards

Rachel
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Leah Ju Microsoft Employee on at

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RE: Autofill case description field with email description

Hi RachelColes,

Make sure that the owner you select here has a security role that has been given the 'Act on behalf of another user' permission
RachelColes 71 on at

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RE: Autofill case description field with email description

Hi Leah,

Thank you for the reply.

I have the System Adminsitrator Role in Dynamics so 'Act on behalf of another user' rights

I tried to add the 'Description' I still the get the error message.

1. Do I need a premuim Power Auomate license to run this flow, or can I use the the basic Power license we all get with E5 ?

This is how I setup the case queue and I think it might have to do with security roles/permissions....

Created a 'Team' within Dynamics security - I am the owner of this Team

This Team has the following security roles:
Customer Service Reprsentative
RBAC Custom Role which has basic user with 'Act on behalf of.....'

This Team is the owner of the queue

So therefore owns the 'Record Creation....'

When I open the flow in Power Automate to amend it, it open it under my user name and it works when I don't add the 'description' field or the Teams post (I have tried individually and same error)

So, who owns the flow?
I have changed the owner of the case queue to myself and I get the same error....

I have a 'Dynamics 365 Sales Enterprise License'


So I'm a little stuck as to why it's not working...

Or am I doing something completely wrong?

Regards

Rachel
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Leah Ju Microsoft Employee on at

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RE: Autofill case description field with email description

Hi RachelColes,

1.Using dynamic content from trigger to populate it:

2.Error message:

the use of the Act On Behalf of Another User privilege:

https://nishantrana.me/2018/01/30/user-does-not-have-the-privilege-to-act-on-behalf-another-user-error-while-using-impersonation-in-web-api-in-dynamics-365/