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Change Business Process Flow based on Case Category

Posted on by 50

Hi

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?

  • uhh Profile Picture
    uhh 50 on at
    RE: Change Business Process Flow based on Case Category

    Hi

    BPM_2D00_1.png

    Above picture shows the order of workflows.

    BPM_2D00_2.jpg

    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 Profile Picture
    meelamri 13,202 User Group Leader on at
    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.

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