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Dynamics 365 Community / Forums / Microsoft Dynamics AX (Archived) / Customer case email ac...
Microsoft Dynamics AX (Archived)

Customer case email acknowledgement

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Posted on by P Jackson 1,614

Hi

After creating a Case for a customer is it possible to generate an email to the customer as an acknowledgement?  I'd like to use standard Email Templates and outgoing email and hope that within the template I could reference the CaseId etc. e.g. %CaseId%.  I'd also like to have the CaseId in the email subject line if possible.

I'm working in AX7/Dynamics365 for operations, but assuming if this is possible in AX2012 then it will be possible in the new version.

Any help or advice would be greatly appreciated.

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  • Fredrik Sætre Profile Picture
    Fredrik Sætre 12,644 on at

    Isn't the e-mail feature working? Version 7 has better outbound e-mail capabilities, so that shouldn't be a problem.. Haven't tried it, but now I have to I guess.

    You could also create a Flow that does this as long as it can find the customer email through the queries.

    https://flow.microsoft.com/

  • Verified answer
    P Jackson Profile Picture
    P Jackson 1,614 on at

    After further investigation I have found the standard 'Send mail' functionality can be utilised, perhaps with a little enhancement.  This works from the Case header -> Follow up section and utilises a template Email ID that can either be entered to the case header manually or defaulted to the case from the case category.  It is possible to use references such as %CaseId% in the email template subject line and body.  Unfortunately it doesn't seem to default the 'From' email address from the email template or default the 'To' email address from the contact or customer on the Case; this is where I think an enhancement is required.

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