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What is the best way to notify a case owner that cases due dates are coming up

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Hi experts, what is the best way to notify a user that a case is due say next day or overdue? Can you send a task in Teams or is it better to be a flow or workflow to email?

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Wahaj Rashid 11,321 on at

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Hi,

Thank you for your query.

Create a workflow to notify Case Owner via email before due date. Workflows can wait for certain condition to meet.

Here is an example:

Go to Advanced Settings -> Processes.

Create a new background Workflow with following configuration:

Set the Scope to Organization (preferably) and trigger on create of Case:

Click on Add Step and choose Wait Condition.

Click on the Wait Condition to specify the condition.

Set the following Condition:

Process -> Timeout Equals 1 Day before Resolve By (Date)

Next add a check condition to verify if the case is still open (Active).

Next, Add add Send Email step and notify the owner. Set the appropriate Email Recipients, Subject and Body.

Save and Active the workflow.

Now when a case is created, it will wait until 1 day before Resolve by date, if case is not resolved already, will send the email to the Owner.

You can also create a Task in the Dynamics 365 (add step to create record - task), however, sending it to Teams would require to write write custom code activity to and use Microsoft Team's API/Hooks to post a task for user.

Also You can change the wait condition as per your need.

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dian74 2,477 Most Valuable Professional on at

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I would use SLA's for this. You can then configure warning and failure actions. I wrote an article on the topic here: d365goddess.com/.../

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Community Member on at

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Hi Wahaj, thank you so much for the reply. The customer I am working with only has Sales Enterprise licenses so they cannot create SLA's or Entitlements since they do not have Customer Service App. Is it ok to create a new field called Case Due Date and select that field in the workflow instead of case resolve by or can I create case resolve by on the case record? I am also unclear on how to create the email attached to this workflow? I want it to go to the owner of the case as well as the manager for the owner.

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Community Member on at

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Hi Dian, thank you so much for the reply, this will be handy if I have a customer who has the customer service app but this customer just has sales enterprise with basic cases. So Wahaj suggested a workflow which might work provided I have some sort of date field on the case record not attached to SLA's or Entitlements which can only be created from the customer service app now.

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dian74 2,477 Most Valuable Professional on at

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I would not create a workflow with a wait condition, I’ve had customers use this in the past and this has sucked up so much of their instance’s resources that the system became really slow. If you want to create some sort of automation I would use power automate instead.

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