Edit

Reopen a resolved case

By default, Dynamics 365 Customer Service supports creating records from an incoming email. Learn more about creating and configuring records in Automatically create or update records.

This article explains how you can customize the Power Automate flow to monitor incoming emails for a resolved case and then reopen a resolved case. You can do this by adding a conditional rule item to an existing automatic record creation rule.

Note

The customization doesn't work if you're trying to create multiple cases from an email sent to multiple mailboxes.

Create the resolved condition for an incoming email activity

Perform the following steps to create a new condition that checks if the incoming email is related to a resolved case.

  1. In the Copilot Service admin center site map, go to the Automatic record creation and update rules and then select Email to case - create new case to edit the rule.

  2. Go to the Condition builder tab and complete the following fields in the Condition panel.

    • Condition name: Enter an intuitive name for the condition.
    • Condition that must pass to continue: Select Add to add a condition that checks if the incoming email is regarding a case that is in a Resolved state.
      • Select the first condition field as Regarding(Case) and the function as Contains data from the dropdown.
      • Select the next dropdown after And node to add another condition.
      • Select the second condition field as Status(Case), the next field as Equals, and the last field as Resolved.

  3. Go to the Actions to take panel and select Save and open Power Automate. The Power Automate flow of the second rule item opens.

Set the order of the rule item

Perform the following steps to set the right order for the new condition in Power Automate.

  1. Open the Power Automate flow for the second rule item.

  2. Select the ellipsis next to the existing Create new case and update email rule and select Update.

  3. Select a Table name (Cases) from the drop-down list and set the value for Row ID value as Regarding (Value).

  4. Select a Table name (for example, Cases) from the dropdown and search for Regarding (Value) to add to the Row ID field.

  5. Select Show advanced options and then select the Status as Active.

    Note

    • Make sure the reopen resolved case rule item appears above the create new case rule in the Step two: conditions to evaluate and actions to take page, so it's evaluated first.
    • Make sure the setting for Wait for a specific amount of time after the connected case has been resolved is set to Yes in the Advanced settings tab of the Rule 1 - Record Creation and Update Rule page. There's no need to provide a time for the Select the amount of time field.

  6. Select Save.

  7. On the Record Creation and Update Rule page, select Activate.

FAQ about automatic record creation

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