How to create a case in D365FO on premise from an email

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Posted on by Ravi Sankar

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Hi Experts,

I have a requirement like the followings.

1. Based on customer feedback, an email would be sent to support mail id.

2. Using that email information(parameterized data also sent in that email), a case should be created in D365FO if the rating is less than 5 out of 10.

Can we achieve this by power automate flow for D365FO on premise using connectors.

Or do we need to go with REST API integration for this requirement.

Thanks in advance.

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WillWU 22,363 on at

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Hi RAVISANKAR S S,

Could you please provide more details about your needs?

And check the blog:www.linkedin.com/.../dynamics-365-finance-operations-workflows-e-mails-michael-winther

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Ravi Sankar 162 on at

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Hi Will Wu,

Sure. Please find below the details on my requirement.

There is service provider called Kanari who gets customer feedback for each orders or invoices and generates an email and send to customer support for resolving issues if mentioned any.

Now the client's requirement is to use the Case management in FO, they need to integrate with FO(using that email) to create a Case in D365FO if the feedback ratings is low(based on predefined parameter).

Can we achieve this integration with the help of Power Automate Flow using existing Connectors(On-premise).

Or we do we need to go with REST API integration.

Thanks

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Ravi Sankar 162 on at

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Friends,

Anyone can update me if we can achieve it by Power automate/flow for D365FO on-premise.

Thanks in advance for your valuable feedback.

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André Arnaud de Cal... 304,923 Super User 2026 Season 1 on at

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Hi Ravisankar,

I'm not familiar with Kanari. Is this application only sending emails or are there other options to connect to their services?

When you want to use emails, how structured is it to be able to get the correct details out of it?

When you run Dynamics 365 on premise, then you can't use the default connector and you have to use an on-premise SQL connector or write your own.

In the case Kanari is supporting web service connections, a direct integration might be easier.

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