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How to change the owner of cases created by automatic record creation and update rule?

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Posted on by Neil Benson

7,369 User Group Leader

I created an automatic record creation and update rule to create a case when an email is received in a queue.

It works great. I assigned the rule to our customer service manager (Jason). He's also the owner of the Support queue. We want all new support cases created from emails to be initially assigned to Jason.

But they are assigned to me. Presumably, because I created the rule.

I checked the documentation (https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email) but I think the automatic case creation rules (ACCRs) have been replaced by automation record creation and update rules: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records (ARCURs).

Unfortunately, ARCURs force me to use Power Automate to do simple stuff like assign cases to Jason and add new cases to the Support queue. This was automatic or easy in ACCRs, but I can't figure how how to do it in Power Automate.

I had to build a classic workflow instead.

Am I the only one?

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RE: How to change the owner of cases created by automatic record creation and update rule?

Hi Neil,

I'm glad your issue has been resolved, and you can refer following link to know more information about power automate:

https://docs.microsoft.com/en-us/power-automate/

Regards,

Leah Ju

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Neil Benson 7,369 User Group Leader on at

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RE: How to change the owner of cases created by automatic record creation and update rule?

I've already solved this requirement by using a classic workflow. Power Automate is too steep a learning curve for customer service managers.
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RE: How to change the owner of cases created by automatic record creation and update rule?

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

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RE: How to change the owner of cases created by automatic record creation and update rule?

Hi Neil,

For power automate in ARCURs, it appears in Automatically create or update records in Customer Service Hub.

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records

1.you can Go customer service > Service Management, and select Automatic record creation and update rules.

2.Click to open Power automate to edit.

3.In the Create a record (don't rename this step) step,fill hardcoded of user that you need in the owner field.

Note:The simplest way to get id of the user is that go Advanced Find.

4.create queue item.

Add ‘Create a record’ action under ‘Create a record (don't rename this step)’ step.

5.Save the flow.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Neil Benson 7,369 User Group Leader on at

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RE: How to change the owner of cases created by automatic record creation and update rule?

I wasn't able to figure out how to use Power Automate to assign new cases, so I built a classic workflow instead.
Neil Benson 7,369 User Group Leader on at

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RE: How to change the owner of cases created by automatic record creation and update rule?

Thanks for the detailed answer, Leah. However, you've described a feature in the legacy, classic web client that has been deprecated by a new version of the feature that forces customer service managers to learn Power Automate to achieve such a simple requirement.
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RE: How to change the owner of cases created by automatic record creation and update rule?

Hi Neil,

You can set case properties to set case owner and add Specify Other Actions to apply queue in ARCUR.

1.Go Settings > Service Management to select Automatic Record Creation and Update Rules.

2.Click the record that you created and edit ‘record creation and update details’:

3.For Actions, click ‘set Properties’ to set owner.

4.For Specify Other Actions, you can refer following steps to apply the new case to queue.

(1) When the email comes in, the email itself will be set to “inactive” status. We can choose to assign the new case to a queue so it can be worked on. Click to Create Record:

(2) Select Queue Item and Properties:

(3) We will use the case created to be a queue item for the Cases Queue:

5.Save and Active the rule.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.