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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Setting Create case wh...
Customer experience | Sales, Customer Insights,...
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Setting Create case when the case associated with the activity is resolved since..

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Posted on by MaritB10

We use the Create Case Record process to turn an email into a case. We have set the setting Create case when the case associated with the activity is resolved since to 3 days.

In addition, we have created our own flow that ensures that an e-mail that arrives within 3 days in response to a closed case is set to 'reopened' (custom) state.

Based on the former setting, we expect that when a case is closed and an e-mail arrives on day 4 in response, CRM will create a new case from this e-mail. That doesn't happen. The email will come under the closed case. Because no new case is created, we do not know that a customer has responded to a closed case (if the case has been closed for more than 3 days).

How does this setting work for you? Does anyone have an idea what's not going well?

  • Oana Cozma Profile Picture
    Oana Cozma on at
    RE: Setting Create case when the case associated with the activity is resolved since..

    Hello,

    I have reviewed the information provided and it seems to be a case that requires further investigation in examining the root cause and work towards a resolution.

    I would advise you to have a look into opening a service request with Microsoft Support so that an engineer could check the current configuration and customizations specific to your environment.

    https://docs.microsoft.com/en-us/office365/servicedescriptions/office-365-platform-service-description/support

    Otherwise, we could have a look into replicating the issue by building a similar flow in our end, considering the environment version you are currently using. 

    Looking forward to hearing from you,

    Oana

  • MaritB10 Profile Picture
    MaritB10 on at
    RE: Setting Create case when the case associated with the activity is resolved since..

    Hello,

    We're actually not using the standard field "status reason", because this didn't fullfill our needs with incoming e-mail on cases. To be honest we did configure this 3 years ago, so probably we could use standard CRM functionality nowadays to fullfill our needs as well.

    Goal:

    We would like to see if there is a reaction on an e-mail (and therewith on a case) from a customer. We add a custom field "status code" to cases which contain status codes like "not started", "Open", "reaction from customer", "re-opened", "waiting for suppier", etc. These status codes are more extensive than the standard "status reason" fields do.

    An incoming e-mail on a case is added to a open/closed case and is changing the custom 'status'code' to "reaction from customer" on an open case and "re-opened" on a closed case.

    Probably there is another, better, way to configure this with standard CRM functionality.

    Problem:

    The standard functionality for creating case records does contain functionality to open a new case after a certain period of time (in our configuration 3 days) when the existing case, where the customer is responding on, is closed.

    So an e-mail response within 3 days should be added as an activity on the case. This process is working fine. This e-mail should activate a custom made process in CRM, which is changing the status of the case from closed to open and our custom 'state code' to "re-open". This process isworking fine.

    A response after 3 days should activate the standard functionalty of the proces "create case record" and should create a new case. This process is not working. CRM is adding the e-mail as an activity on a closed case. So nobody sees this reaction and CRM is not creating a new case.

    Question:

    Do you know a way to achieve our goal with our functionality (process) or new functionality (status reason for example), custom processes, settings, or anything that could help us out of this...

    Thanks in advance.

  • MaritB10 Profile Picture
    MaritB10 on at
    RE: Setting Create case when the case associated with the activity is resolved since..

    Hello,

    We're actually not using the standard field "status reason", because this didn't fullfill our needs with incoming e-mail on cases. To be honest we did configure this 3 years ago, so probably we could use standard CRM functionality nowadays to fullfill our needs as well.

    Goal:

    We would like to see if there is a reaction on an e-mail (and therewith on a case) from a customer. We add a custom field "status code" to cases which contain status codes like "not started", "Open", "reaction from customer", "re-opened", "waiting for suppier", etc. These status codes are more extensive than the standard "status reason" fields do.

    An incoming e-mail on a case is added to a open/closed case and is changing the custom 'status'code' to "reaction from customer" on an open case and "re-opened" on a closed case.

    Probably there is another, better, way to configure this with standard CRM functionality.

    Problem:

    The standard functionality for creating case records does contain functionality to open a new case after a certain period of time (in our configuration 3 days) when the existing case, where the customer is responding on, is closed.

    So an e-mail response within 3 days should be added as an activity on the case. This process is working fine. This e-mail should activate a custom made process in CRM, which is changing the status of the case from closed to open and our custom 'state code' to "re-open". This process isworking fine.

    A response after 3 days should activate the standard functionalty of the proces "create case record" and should create a new case. This process is not working. CRM is adding the e-mail as an activity on a closed case. So nobody sees this reaction and CRM is not creating a new case.

    Question:

    Do you know a way to achieve our goal with our functionality (process) or new functionality (status reason for example), custom processes, settings, or anything that could help us out of this...

    Thanks in advance.

  • Suggested answer
    Oana Cozma Profile Picture
    Oana Cozma on at
    RE: Setting Create case when the case associated with the activity is resolved since..

    Hi,

    In the custom flow that checks condition (case = open/close aka active/inactive) are you also updating the status & status reason of the case? You are mentioning you are using a 'custom' state = reopened. Is that state/status reason under the 'active' status?

    docs.microsoft.com/.../define-status-reason-transitions

    Looking forward to hearing form you.

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