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Notify support users when a new case is created.

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Posted on by fran2105

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Hi there!

I want to notify the support users whenever a new case has been created and added to their respective queues. Any suggestions how this can be done that does not include emails? I know that a workflow can be created to send an email notification, however I want another alternative solution to minimize as much as possible the number of emails we receive.

I am aware of the push notification in Power Automate, however, to my knowledge, it only sends a notification to the user that is creating the workflow.

Any no-code suggestion would be of great help!

Fran.

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prt33k 6,907 on at

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RE: Notify support users when a new case is created.

Hi,

So why don't you run this flow at the update of case ownership instead of record creation?

Thanks,

Prateek
fran2105 416 on at

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RE: Notify support users when a new case is created.

Thank you Prateek!

The only challenge I am facing it with the Recipients Item - 1. I have a routing rule that routes to the case to the respective queue, however, before the user goes in the queue and picks the case, the initial "owner" is the system.

Are there any other identifiers for Recipients Item - 1?
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prt33k 6,907 on at

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RE: Notify support users when a new case is created.

Hi Fran,

You can try 'Push Notification for power app'. Users need to have a powerapp installed though.

And then they can get notifications on record creation.

A sample is here :

https://community.dynamics.com/365/b/d365thoughtsandexperiences/posts/how-to-bring-push-notification-for-d365-actions-to-users-smartphone

Thanks,

Prateek