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Portal - ability to copy a case to create a new case

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Posted on by UmerJaved

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Hi,

We have a requirement to be able to mark an existing service request as favourite by the client on portal. This favourite request can then be used to create a copy therefore new service request hence saving the effort to create a service request from scratch. I wonder If we can create this in OOB/Configuration manner? otherwise we may have to put a custom button("Copy request") on the web page therefore programmatically create the copy and redirect user to the newly created copy.

Any other thoughts?

Thanks

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Power Apps portals

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ham Microsoft Employee on at

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Hello,

Currently, portals do not have a copy function, where it can save a record details as favorite and use the data to create a new record later.

I would recommend you to go through the below link for similar discussion on cloning the records on dynamics 365. Once you achieve this on Dynamics 365, you will have to figure out a way to expose the functionality to portals.

May be you can use a custom workflow to create a copy of a selected record and clone it to another.

Best Regards,

Harish M

Please mark as verified if the answer is helpful.
oliver.rodrigues 9,482 Most Valuable Professional on at

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Hi, you can achieve this using Workflows or even Power Automate

probably the easiest way would be using Workflows, in your steps you can create a new case record, copying the values of the existing case

then you can add this in your entity form / entity list by adding a new action

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UmerJaved 120 on at

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Thanks @OliverRodrigues
for creating copy, we can probably trigger a power automate using an action on the entity form for case. however for opening the record I wonder how do we open this newly created record on the portal?

ideally we need to append the newly created record Guid into the query string of the URL...
oliver.rodrigues 9,482 Most Valuable Professional on at

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If the trigger to the Flow/Workflow is from the Portals you are better off with a Workflow (Real-time). The reason here is because power automate flows are always Async, and your Portals won't have visibility of the new created record once the flow is finished, you will end up with caching issues, possibly having to wait 15min to view the record in the Portal.

There are a few options to load your new created record, probably the easiest would be after the workflow you can redirect to a web page, containing a list of cases, you can even create a different entity list showing only "cloned cases"

Another option would try to perform a retrieve to get the new created record, you need to find the correct filter criteria to get the correct record, and then redirect via JS to the entity form page