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Create flow when e-mail reply is added to case

Posted on by 66

Hi community,

Any idea how I could create either a process or a flow in Dynamics CS when a customer's e-mail reply has been added to a service case? Replies are usually just added to a case but they do not pass through the create case flow of the queue. So from where can I get the event?

Is there something like "when e-mail is being added to request's timeline"?

Regards and thank you for your suggestions
Peter

  • Tina Silver Profile Picture
    Tina Silver 175 on at
    RE: Create flow when e-mail reply is added to case

    Only the "Regarding" field.

  • RE: Create flow when e-mail reply is added to case

    Tina Silver could you let me know which field(s) you've used in the "Record fields change" option. I have the flow technically working as expected but it would be nice to know that one part of the puzzle. But, otherwise thank you for the solution.

  • peterhoyer Profile Picture
    peterhoyer 66 on at
    RE: Create flow when e-mail reply is added to case

    Extremely useful answer. Thank you very much indeed Tina.

  • Verified answer
    Tina Silver Profile Picture
    Tina Silver 175 on at
    RE: Create flow when e-mail reply is added to case

    We created a Process called "Email Associated to Case".  

    It runs in the Background

    Entity is Email

    Category is Workflow

    Start When = Record is created and Record fields change

    Step description:

    If Regarding (Case):Status Reason does not equal [New] AND Email:Direction equals [incoming} AND Regarding (Case):Case contains data, then:

    Change record status to: Regarding (Case)  Response Received

    Here is the screenshot of the process.

    pastedimage1638991078959v1.png

  • peterhoyer Profile Picture
    peterhoyer 66 on at
    RE: Create flow when e-mail reply is added to case

    This is very similar to what we are trying to do. Would you mind sharing how you triggered that? This is the only thing I am missing where to capture that event.

  • Tina Silver Profile Picture
    Tina Silver 175 on at
    RE: Create flow when e-mail reply is added to case

    We have created a flow that when an email gets added to an existing case timeline we change the Status Reason to "Response Received", and then the Case gets added back into the Owners "My Cases" view to review and work.

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