Automatic Record Creation Rule

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Posted on by Community Member Microsoft Employee

hello

I have a rule that automatically creates a case after receiving an email.
I would like to add a mail notification to the owner of the case when new mail arrives from the customer.I dont have update step, i have only create case step. Despite this cases updates steps work corectly and in system tasks i see update step, the condition is: Dialog-ConversionScenario is equals to 2. How I can add step with send mail when case is updated?

Lukasz

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Community Member Microsoft Employee on at

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RE: Automatic Record Creation Rule

I have Automatic Process Creation Rule who creating new case automatically. Customer receives mail notification with new case.

When customer answers/updated case, the rule updates the case, on update action i want send email to case owner
Community Member Microsoft Employee on at

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RE: Automatic Record Creation Rule

Hi Lukasz80,

please try to explain your problem better (also with an example).

I havent understood your request.

Thanks

Francesco
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Michel van den Brink 4,697 on at

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RE: Automatic Record Creation Rule

Hello Lukasz,

To answer your question "How I can add step with send mail when case is updated?" the best course of action here would be creating an extra Workflow. When you create a Workflow you can let it trigger on Creating, Updating, Assigning and Deleting of records.

The Automatic Record Creation Rules are pretty restrictive in what they let you do, it's best to apply all your own business logic in an extra Workflow. Workflows can execute many different steps, including sending emails.

To create a workflow go into 'Processes' under the Settings area and click 'New', then select 'Workflow' as the category.

More on creating workflows can be found here: technet.microsoft.com/.../dn531057.aspx

I hope this answers your question :-)