Sharepoint Column as a Comment section with flow

(0) Share

Report

Posted on by JimmyW

2,563

So im trying to create a HelpDesk in SharePoint online using flow.

I have some issues that im trying to solve and would appriciate help with, im new to this 🙂

First issue.

I have column named: "Case Comments"
This column is used to communicate beetwen the end user and the Agent assigned to the case.
The column has "Append Changes to Existing Text" to keep the conversation.

The following things should be able to happend (Green Text is Working, Red i flow fails)

User comments on a case that has an assigned agent (Email is sent to Assigned Agent)
Assigned comments on case created by end user (Email is sent to End User)
Assigned comments before End User have responded (Email is sent to End User)
Agents comments without being assigned (Email should be sent to End User)

Basicly when an Agent types a comment the End User should get an email, when End User types a comment Agent should get an email.

In my flow below i used the following columns.

Requester (This is Created By)
Assigned (Name of agent)

Modified by

I got help with the start flow from @v-bacao-msft so the start design is not mine. (Thank you again)

2019-04-10 14_51_33-Edit your flow _ Microsoft Flow.png

I have the same question (0)

All responses (3)

Answers (1)

v-yamao-msft on at

Like (0)

Report

Re: Sharepoint Column as a Comment section with flow

Hi @JimmyWork ,

Could you share more details on your scenario?

About the columns, are you using the standard columns Created By (for Requester) and Modified By in the flow?

I have made a flow likes below for your reference. In my list, I add a person column named Agent.

After the trigger, use a Condition to check whether Created By email is equal to Modified By email.

Under if yes of Condition, add Condition 2 to check if Created by email is equal to Assigned email. if yes, send an email to end user.

Under if No of Condition, add Condition 3 to check if Modified by email is equal to Assigned email. If no, send an email to agent.

Best regards,

Mabel

Was this reply helpful? Yes No
JimmyW 2,563 on at

Like (0)

Report

Re: Sharepoint Column as a Comment section with flow

Thank you for answering.

"About the columns, are you using the standard columns Created By (for Requester) and Modified By in the flow?" Correct, this is standard columns i use.

Your flow starts with the condition - Created by is equal to Modified By, this i cannot use because it it will fail when "Agent" edits the item then item would not be equal to Created by is equal to Modified By, because modified by is not the creator.

The second condition you use is Created by is equal to Assigned. This situation is not needed because if i create an item and assign myself to it, i do not need to send myself comments.

Im not sure if im understandning your flow correctly but the first condition will not work

Was this reply helpful? Yes No
Verified answer

JimmyW 2,563 on at

Like (0)

Report

Re: Sharepoint Column as a Comment section with flow

@Bizzo
The flow i wrote above uses the field modified by.
If i use the flow you showed in another post with hidden column, then the column modified by will end up being modifed by the flow account and then my flow in this post will fail.

I have a flow that sends a email to the user that is in the Assigned column. I wanted to use your hidden column so it only send an email when the column assigned changes data. But if i do that i mess up the flow in this post

Was this reply helpful? Yes No