Microsoft Dynamics 365 | Integration, Dataverse...

Setup workflow process to send Email Alerts when case assigned to a Queue

(0) Share

Report

Posted on by soro

All incoming emails addressed to our support email address are converted to cases in our CRM public queue, we are able to receive alert for those new cases created, now I would also like to receive email alerts when our helpdesk officer assign new cases to a private Queue, we have two separate private Queues, helpdesk officer assign cases from public queue to those private Queues. How do I configure workflow process to send alert for those cases assigned to those private queues?

Your prompt response would be highly appreciated

All responses (6)

Answers (0)

su_kamal 17 on at

Like (0)

Report

RE: Setup workflow process to send Email Alerts when case assigned to a Queue

Hi - did these steps work for you?
Community Member Microsoft Employee on at

Like (0)

Report

RE: Setup workflow process to send Email Alerts when case assigned to a Queue

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Community Member Microsoft Employee on at

Like (0)

Report

RE: Setup workflow process to send Email Alerts when case assigned to a Queue

Hi soro,

1.It is clear screenshot for step3.1—condition.

2.Don’t forget to click save and active button.

3.you can Go Settings > System Jobs to check the run status of the workflow.

Then you can click the record to view each step progress.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
soro 50 on at

Like (0)

Report

RE: Setup workflow process to send Email Alerts when case assigned to a Queue

Hi Leah Ju

I followed all the steps you provided, I still can't receive the emails from the workflow process, below are the screenshots of my configs
soro 50 on at

Like (0)

Report

RE: Setup workflow process to send Email Alerts when case assigned to a Queue

Hi Leah Ju

Thank you for your response, please guide me on this step, I don't understand this step and I can't clearly see the images

3.Add steps.

(1)Check Condition

Specify the queue item from case and it has added to two privacy queue(test1 or test2).
Suggested answer

Community Member Microsoft Employee on at

Like (0)

Report

RE: Setup workflow process to send Email Alerts when case assigned to a Queue

Hi soro,

This scenario involves three entities—case, queue and queue item.

Case and queue item is 1:N relationship(Object lookup field), queue and queue item is 1:N relationship(Queue lookup field).

When a case has added to one queue, one queue item will be created automatically.

You can set workflow as following steps:

1.Go Settings > Process to create a workflow in queue item entity.

2.Set trigger.

when one queue item change to another queue, queue lookup field value will change.

3.Add steps.

(1)Check Condition

Specify the queue item from case and it has added to two privacy queue(test1 or test2).

(2)Send email.

(3)Default action--stop workflow.

if the queue item is not from case and it hasn't added to the privacy queue, you can stop the workflow.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.