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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / notify case owner when...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

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

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Posted on by ML-13051253-0 4
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 
 
Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    Jimmy Passeti Profile Picture
    Jimmy Passeti 669 Most Valuable Professional on at
    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
    • Use the in-app notification for Dynamics 365

    Regards,
    Jimmy Passeti | Microsoft MVP
    ✅ Please mark as Verified if this answered your question!
     
  • Suggested answer
    Ramesh Kumar Profile Picture
    Ramesh Kumar 7,529 Super User 2025 Season 2 on at

    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

    If this was helpful, please check the "Does this answer your question?" box and mark it as verified.

     
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,792 Super User 2025 Season 2 on at
    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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