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Update original case with new case: Case Management process

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Posted on by Sol007

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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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Sol007 179 on at

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Update original case with new case: Case Management process

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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Leah Ju Microsoft Employee on at

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Update original case with new case: Case Management process

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