Message prioritycode used to auto create case

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Posted on by JMaye2

Smart people-

Scenario is as follows:

We have opted to use a webform to send an email with the message prioritycode used in the web form- email EntityType (Microsoft.Dynamics.CRM) | Microsoft Docs

prioritycode

Edm.Int32

Priority of the activity.

Display Name: Priority

Default Options

Value	Label
0	Low
1	Normal
2	High

Currently, configurations are in-place to auto create a case and reply back to Sender with a default response and this works successfully.

The question is are you able to query off of the prioritycode for a message (low, normal and high) to represent priority of case (low, medium, high) and auto create case based on the prioritycode of message? If so how did you configure?

Thank you in advance for your assistance.

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Hi JMaye2,

If you used 'Record Creation and Update Rule' to create case automatically, you can set condition with email prioritycode in the rule item.

Automatically create or update records in Customer Service Hub (Dynamics 365 Customer Service) | Microsoft Docs

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JMaye2 57 on at

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Thank you . Would I create a condition for each priority level?

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Hi JMaye2,

If you want to create a condition for each priority level, you can create multiple rule items:

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