Customer self-service portal - how to change the Assign To attribute when creating a case

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Posted on by billiardguy

I loaded the Customer Self Service portal. When the portal user creates a Case the Assigned To attribute automatically is assigned the value of SYSTEM. I would like to assign it to a particular user, preferably the Owner of the account that the portal user is a part of. But first I would like to set it to a real CRM user and not SYSTEM.

I tried a couple things.

1. Creating a workflow that runs when a Case gets created. The workflow changes the Assign To to the Owner which works when I run it manually, but doesn't run when the case gets created from the portal. I put the workflow in the Additional Setting tab/Action Button Configuration in the Entity Form called "Customer Service - Create Case".

2. Also in the same entity form I created Entity Form Metadata to set the Assign To attribute manually to a hard-wired CRM user id in the Set Value On Save section. Even though I can set other values using Entity Form Metadata, for instance the Case Title, and a custom field, setting the Assigned To field doesn't work.

I haven't seen any portal documentation that say anything about assigning a case to a particular CRM user.

Thanks,

Jerry

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Community Member Microsoft Employee on at

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RE: Customer self-service portal - how to change the Assign To attribute when creating a case

Sandeep,

Where do you get all them dynamic values? They are nowhere in the drop down. Do you create them somewhere? I do not see you creating them in your steps, unless the Field creation is it, but still, after I created the field, it's not in the drop down. Plus, you created field "LastOwner", but in the dynamic values you have "Last Owner" - {Last Owner(Lead)}

Thank you,

Val.
billiardguy 70 on at

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RE: Customer self-service portal - how to change the Assign To attribute when creating a case

The Scope in the workflow was sent to "User". I set it to "Organization" and the workflow run successfully. Thanks for your help. Sandeep included this in his solution also.

Jerry
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RE: Customer self-service portal - how to change the Assign To attribute when creating a case

Please mark my answer as Verified, if it solved your query.

Scenario: Send Mail Notification to the New Owner and Change Original Owner after assigning an entity to a New Owner.

Let’s Start by creating a new field and workflow for this:

Field – Last Owner

We need one extra field to hold the last updated owner, so start with the creation of a new field named as “LastOwner” in for Your Case Entity.

1.    Go To -> Settings -> Customizations -> Customize The System. A form will appear containing all the entities. Expand Entities from the left sidebar. You will get all entities beneath that. Expand Case entity and Click Fields.

2.    Click New from the top of the grid and create a new field as “LastOwner”. Click Save and Publish. Your new field is ready to use.

3.    Now, Create 1st Child Workflow to Send Mail.

4.    Click New.

5.    Select workflow and Entity on this form.

6.    Select Scope – Organization.

7.    Click “Set Properties” button and Configure email.

Note : To assign Account Owner to the Case Owner, You need to Add One More step in this workflow - Update Record and Click on Properties button and go to the owner field and select Dynamic Owner value from the right side bar and click OK.

8.    Click Save.

Note : The Workflow must be activated to start working. Activate it by clicking “Activate” link on the top of the workflow form.

To Run this Child Process, I need to create one more workflow to check owner change event and set Last Owner field update.

9.    Just Create a New Workflow with Un-Check the Run in the background and rest fields as you fill in the last workflow.

You can check in the screenshot shown below, that I have added a step to Call the previous workflow after satisfying a condition (Case Owner Has Data && Case Owner Is Different from the Last Owner). If this condition returns True – Add One more step of Update Record and Select Case Property Values you want to update.

After this the Last Owner field get its New Value.

10.    And The Last Step is to call that previous child workflow to send mail to the new owner.

11.    Click Save and Activate.

Please mark my answer as Verified, if it solved your query.

Thanks
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RE: Customer self-service portal - how to change the Assign To attribute when creating a case

What is the scope of the workflow that you have created? Please make sure it is not user as if it is, only the owner of the workflow will be able to run it.