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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Change a field when a ...
Microsoft Dynamics CRM (Archived)

Change a field when a second e-mail has been sent in a Case

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Posted on by ANZ 190

Hi,

I work with Cases in CRM,

When an email is sent to us, a Case is created with an Email which is OK.

I have a Field that is named "New E-mail" which is a Two Options Yes/No.

When the email comes in the first time, it is no which is OK.

But if a customer sends a second email on the same case, i would like to update the field "New E-mail" to Yes. So that we don't miss second emails on the Cases.

Any idea how to achieve this?

Thanks in advance.

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  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,054 on at
    RE: Change a field when a second e-mail has been sent in a Case

    You can create workflow on Email entity create/status change event and if the status reason is Received, you can then check the New Email Field value on Case, if its not already set to Yes, update the case record field to Yes.

  • ANZ Profile Picture
    ANZ 190 on at
    RE: Change a field when a second e-mail has been sent in a Case

    Hi, Thanks, Something like this?

    How will it know, if an email is already sent once, I want the New E-mail field to change when a second e-mail has been sent to the Case.

    Thanks

    8015.Workflow.PNG

  • Verified answer
    Kokulan Profile Picture
    Kokulan 18,054 on at
    RE: Change a field when a second e-mail has been sent in a Case

    Hi

    When the first email received in the system, the case did not exist at that time in my understanding based on your question.

    In your workflow you are checking if the email status is received and if it has a regarding case and if the flag is not YES, if this condition is satisfied, this means its a second its the second email and it will update the flag.

    And any email received after this wont satisfy the condition so it wont update the case flag anymore

    Note: you need to update your condition to only start if the email regarding case exist

  • ANZ Profile Picture
    ANZ 190 on at
    RE: Change a field when a second e-mail has been sent in a Case

    Thank you!!!

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