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notify case owner when a note is added into a case timeline

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Posted on by ML-13051253-0

Hi,

I would need your support regarding a specific I need we have;

We are offering to our customer a web portal to create support tickets via a ticket widget. This Ticket widget is integrated with MSD to create/update case in an automatic way ( by using an API)

When our customers are responding to tickets , a note is added to the timeline of the ticket but the ticket owner is not notified.

How could we do to notified/alerted ticket owner when there is an update to a ticket ? Is there a native feature who can help us ? (we would like to avoid email sending for updates)

thanks for your help

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Dynamics 365 Customer Service

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Tom_Gioielli 1,753 on at

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notify case owner when a note is added into a case timeline

Power Automate will give you choices to send a notification via Email, in-App notification, Teams, or push notification to a mobile app relatively easily.
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Ramesh Kumar 5,362 on at

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notify case owner when a note is added into a case timeline

Use Power Automate to Monitor Note Creation You can build a Power Automate (Cloud Flow) triggered on Note creation, specifically when related to a Case:

Trigger: When a row is added → Table: Note (annotation)

Conditions: RegardingObjectTypeCode = incident

Thanks, Ramesh

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Jimmy Passeti 495 Most Valuable Professional on at

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notify case owner when a note is added into a case timeline

Hello,

We have different ways of notification that can be build, without using emails, below are some examples:

Send a Microsoft Teams notification by Power Automate

Send a message in Teams using Power Automate

Use the in-app notification for Dynamics 365

Send in-app notifications within model-driven apps

Regards,
Jimmy Passeti | Microsoft MVP
✅ Please mark as Verified if this answered your question!