Dynamics 365 – IT Help desk – How to send an email, when a case is assigned to an engineer?

In Dynamics 365, I have configured IT Help desk by picking up the Customer Service module.

I have a business requirement, that my engineer should receive an email, as soon as the case is assigned to him/her. The case is assigned by IT Help desk agent.

For this requirement, I have setup a workflow in Dynamics 365. Below are the steps to create a workflow:

1 – Open your Dynamics 365 instance

2 – Go to Settings -> Customization -> Process

3 – Create a new process. Category will be “Workflow” and entity will be “Case”

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4 –  Now, change the scope to “Organisation”, check the box “Record is assigned”, Add a step and pick the “Send email” option. As below:

 

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5 – Now, write some description so that you dont forget the purpose of this email. Now, click “Set Properties” and add your email content.

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6 – Now, add the Owners email address, so that the engineer receives email. The engineer will be the owner of the case, once the IT Helpdesk agent assigns the case to him / her. Similarly, you can pick and choose dynamic values from the right hand side and add to your email.

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7 – In the end, your email should look, something like this:

I have a dynamic subject line and an email content. Click Save and Close.

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8 – Again click Save and Close, and then “Activate” your workflow. Once the workflow is activated, you cannot modify the workflow.

Now, you can test your work flow by assigning a case to yourself.

Bonus Tip: If you have “tracking token” option enabled in your Email settings. You will see an activity id (CRM:0001070) with every email you receive from the CRM. And this id keeps on increasing, therefore it might be confusing, for the user – that if its a case ID or anything else.

This happened to me, so I deactivated this setting by going to Settings -> Administration ->System Settings ->Email -> in the Configure folder-level tracking and email correlation area,  I unchecked the option of use tracking token.

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After executing the above action the activity id was gone from the email, phew!

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In this way, you can create your workflows and email content using the Dynamics 365 functionality.

 

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