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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Automatically assign c...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Automatically assign case to Current User when status changes

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Posted on by TedW 479

Hi,

I have a requirement that sounds simple, but not sure it if will be.

When a Case is created on our Helpdesk, its status is automatically equal to Open and the owner is set to the Department name.

When one of our Support staff, uses the ribbon, the first part is the Take Case option. But they then have to delete the Department name and then add their own name to make them the owner then change the status to In Progress.

My question is, if they change the status to In Progress, how to automatically make the owner of the case equal to the 'Current User'. I have done some research into this, Im not a developer but most of the suggestions relate to using JS to achieve the results. I looked into using a workflow, but Im not sure what the code is to add Current User as the owner, as when you lookup the user list, Current User obviously isnt there.

Thanks a lot

Ted

  • Suggested answer
    Akanksha Srivastava Profile Picture
    Akanksha Srivastava 100 on at

    Hi Ted,

    You can create a Real Time Workflow, triggered on change of status reason. After checking the condition use Assign action. In the properties of assign action you can dynamically set the Owner as Modified By user. That should be the same person who is updating the status reason. You can also try doing the same thing by power automate flow if you don't want to use workflow.

    pastedimage1622042108527v1.png

  • Suggested answer
    dian74 Profile Picture
    dian74 2,481 Most Valuable Professional on at

    What you could do is create a realtime workflow that will assign the owner after the status has been set to 'In Progress'. When a user changes the status, the 'Modified by' field will have their user name in it, which is the field you can then use to assign the case to. I would probably put some logic in the work flow to only assign the case when the status is set to 'In Progress'.

    PLEASE MARK VERIFIED IF HELPFUL

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