Create flow when e-mail reply is added to case

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Posted on by peterhoyer

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

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Tina Silver 175 on at

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

Only the "Regarding" field.
Steve Walker Cloudy IT 5 on at

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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 66 on at

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

Extremely useful answer. Thank you very much indeed Tina.
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Tina Silver 175 on at

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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.
peterhoyer 66 on at

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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 175 on at

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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.