Change Business Process Flow based on Case Category

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Posted on by uhh

We are using dynamics 365 Customer Engagement On Premises.

We have two different Business Process Flows on Cases.

Based on our Custom Field, if Case Category = “Domestic”, use the default BPM.

Based on our Custom Field, if Case Category = “International”, use a Custom BPM. I am setting this Business Process Flow using a Real Time Workflow on Case.

When Case Origin = Phone(means we are creating Case in CRM), Business Process is switching perfectly based on Condition, however when our Case is Created from Web BPM is not switching.

In my Web service Code, I am not Setting any Business Process Flow.

What I am missing here, any hints?

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uhh 50 on at

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RE: Change Business Process Flow based on Case Category

Hi

Above picture shows the order of workflows.

Above snapshot is of the workflow, I am calling an action "Set Process", in CRM 365 to set custom BPM, based upon my condition.

Let me know if this was what you asked for.

Appreciate your response.

Thanks.
meelamri 13,204 User Group Leader on at

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RE: Change Business Process Flow based on Case Category

Hi,

Can you please share some screenshots, I want to see more details about your workflow configuration.