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I need to enhance the Escalation Notification mail when a case is not picked up by respective user to include the below fields:
Any Help!
Hi Ghada,
For the first four fields, you can add them to the email template directly, which is easy.
But the last “Link to Case” is field? What you mean should an url that link to case, right?
If so, you can’t directly add dynamic record url to the email template, crm oob not support it.
But you can create new url field and add it to the case form, then create a workflow or flow to update the field when case is created, then add the url field to the email template.
And you can select workflow or flow based on app version, the difference between the old and new versions is whether the appid is included or not in url.
Note: you need create another on-demand workflow/instant flow to update existing case records.
1.Workflow (old version).
Go Settings > Process to create a workflow in case entity.
Save and active the workflow.
2.Flow (new version).
Go Power Automate(https://us.flow.microsoft.com/en-us/ )
For new case, you can create automate flow(trigger is when a record is created).
For existing records, create instant flow(trigger is when a record is selected).
In the example, i fill organization and appid directly, if you wnat to get dynamic value you can refer following link:
3.Test filling URL field.
(1)Selecting records you need and click flow to run flow you just created.
(2)Wait several minutes and refreh it, the url field will be filled automatically.
4. Add url field as link to the email template.
(1)Add url field as other fields.
(2)check url value that just add({!Case : URL;} ) and click 'Hyperlink' button.
5.Test.
Regards,
Leah Ju
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