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Power Platform Community / Forums / Power Automate / Email when case notes ...
Power Automate
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Email when case notes updated

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Posted on by 5

When an email comes into our helpdesk it auto creates a case and emails the sender with a case number and summary of their case, it then emails staff to let them know a new case has been created,all working good,

 

When either the sender or staff update the ticket no one knows so i have been trying to get it to send an email notification saying that the case has been updated giving the case number and the customer/account name and details of the update

 

so far i have it so it sends an email with the subject line showing the update and the details in the body along with the correctly formatted date and time, what i cant figure out is how to get it to pull the case number and the customer/account name and then put it in an email,

 

I have a trigger for when notes is modified, added or deleted,

Change Type: Add, Mod, Del

Table: Notes

Scope : Org

 

I then have send an email when i click on to add dynamic field all that shows is Description, IS Document and Title, i tried to add list rows after the trigger but that made no difference, i tried changing the table from Notes to Case but then nothing happens when you add a note, you only get a notification when you change a field within the case.

 

I have tried copilot a million times but it does what i have already tried and there is never the case number or customer/account fields to select

 

 

 

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  • Verified answer
    Expiscornovus Profile Picture
    33,183 Most Valuable Professional on at

    Hi @vbTrev,

     

    You can use a couple of Get row by id actions to lookup the case details (cases table) and the customer details (accounts table). You can use the Regarding (Value) and Customer (Value) fields for this Get row by id actions.

     

    Below is an example

     

    casetitle_customer_getrowbyid.png

  • vbTrev Profile Picture
    5 on at

    Thanks so much, I think i was making it way more complicated than it needed to be.... that worked perfect thank you 👍

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