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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / PVA - Omnichannel Case...
Service | Customer Service, Contact Center, Fie...
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PVA - Omnichannel Case Auto Link Not working

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Posted on by jonianas 27

Hi, the CaseNumber auto linking from PVA escalation to omnichannel Conversation seems to be not working anymore. Is there an additional setup needed for this?

Previously, we're using CaseNumber as a bot variable in PVA, and it correctly links the ticket number in dataverse upon escalation.

pastedimage1669097600296v1.png

Anyone else experiencing this as well? 

Thanks

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