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What is the recommend way to email end users upon portal case creation?

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Posted on by Blndspt

Hey guys,

I've been practicing power automate flows a bit lately, so I see it's not too bad to send an email back to the case creator when they create a case (from the portal, not from email and not from inside of Dynamics). I'm pretty shocked that is not somehow the default behavior of the self-service portal add on when someone creates a support case??

In any event, I looked at automatic record creation rules, and that is really geared towards monitoring a queue I don't want to monitor a queue, I simply want to send an email to the user who creates the support case in the portal after they create it. (again shocked that's not default behavior as every support system in the world emails you a confirmation).

Do people create flows in power automate for that? What is the suggested practice?

Thanks in advance.

Scott

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I think youre on the right path with Power Automate, we have started sending emails via PA/Flow where we used to send them via CRM Workflows. Since it doesnt sound like it needs to be a real time process, I believe most of the suggestions/best practice advise youll get is power automate. Also, this may save you some headache with a workflow/mailbox setup, we hit a few pain points doing the same thing you are going for via a workflow.

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Hi Blndspt,

The workflow and power automate both can send email to the user who create case in portal.

Here are steps.

1.Set ‘When a record is created’ as trigger.

2.set condition.

The origin of the case is ‘Web’, you can make it as condition to specify them.

3.Add ‘get record’ to get email address.

When creating case in portal, the case owner is ‘System’ the customer field will be filled with login user, and the user information has created and stored in contact entity.

4.Send email.

5.Test:

Regards,

Leah Ju

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

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Blndspt 40 on at

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Yes and No. I have 2 azure tenants, and unfortunately I need to send emails from a support email in the other tenant. While this works easily from workflows (I've added the external accounts to Dynamics), Power Automate environments seem to know nothing of external users that show in your AAD (another issue to try and solve).

Similar to your customer 'get record' above, how does one get at the contact email address value in a workflow to use for the 'to' line in the email? If I use the form assistant and dive down through "Customer (Contact)" and then "Contact), I get this value:

{Contact(Customer (Contact)}

That value is apparently blank when using a portal. What is the right value to put in the to line?

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Do you require primarycontactid to be filled out on the case entity? That is how we send our confirmation emails, we use the 'customer' to store the account.

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Blndspt 40 on at

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No. I don't want all case emails to go to a single primary contact. I want the logged in portal user (for whom we know the email address) to receive the email. When you submit a ticket with Microsoft or any other help system, you yourself get the email! :)

I found my answer using portals. It's: {Email(Contact (Contact))}

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Blndspt 40 on at

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Scratch that. That value above works in the body of an email but complains if you try and put it in the To line. I can't believe this is so difficult in a workflow.

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Blndspt 40 on at

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@Leah Ju,

when I follow your steps, the flow errors out and complains that the contact ID doesn't exist. The error is below. Obviously, the contact exists or he wouldn't be able to submit support cases from the portal!

contact With Id = e74a3bd6-8b43-ea11-a812-000d3a8c96c3 Does Not Exist

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In the system I've done this for, primary contact on Case is not always the primary contact for account, the label is just Contact. We have our customer set their own contact - like if a sales rep is putting in a support request, but they want it to be communicated with their system admin. What does the case record look like when it gets into CRM?

In your screen shot, since customer can be more than one record, have you verified that the guid in the error is a contact? Try this URL, just replace your organization URL where I have all caps. Which record type do you land on? ENTERYOURCRMURL.com/main.aspx

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Hi Blndspt,

In case form, the customer field is not just can fill contact, it also can store account, so you need set condition to specify current customer is account or contact.

In the ‘Yes’ branch of first condition, do following changes:

1.Add ‘Get record’ to get customer type.

If you directly get customer type from trigger ‘when a record is created’, the output is null.

2.add ‘compose’ to store customer type value.

3.Add ‘condition’ to specify type.

Regards,

Leah Ju

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

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Blndspt 40 on at

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Hey Leah Ju,

Thanks for that. The condition does execute to the 'account' branch every time for me. However, that still doesn't let me get the email address of the logged in contact on the portal who is submitting the ticket. Yes, it grabs the entire set of info for the account.

I do have the contact on my case form also:

So why can I not get at the contact associated with case that is submitted?? To be honest, this is getting a little silly to simply send an email to the person that created the case!! Being that my contact (Scott Tate) shows on the case form with the appropriate account (Elevation Software), why can I not get at the email address of the contact for Scott Tate?

I essentially want Case->Contact->Email from the form submission.

Thanks.

Scott

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