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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Update original case w...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Update original case with new case: Case Management process

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Posted on by Sol007 187
Hi community,
 
Is there an as-is solution in place to make updating (i.e title of case or attachment to case) for an existing case without the need for the enquirer to log a new case or a follow up case to the already existing original case? A case creation email from a noreply mailbox already goes out to the enquirer at point of when the original case is created. Any tips/suggestions on possible ways how to achieve this?
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  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi Partner,
    You can add email from the timeline of the original case:
    If the case was resolved, you can reactive it firstly:
    I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
    Regards,
    Leah
  • Sol007 Profile Picture
    Sol007 187 on at
    That's noted, @Leah Ju
     
    The enquiry are logged through our web Portal by the authenticated user (contact) and this creates a case in Dynamics. Each time the user updates the pre existing enquiry (open case) with more information or adds a file to the open case on web portal, we want it associated with to the original case instead of a new case created in dynamics?

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