Process workflow error

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Posted on by Teresa24486

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hi @EricRegnier,

I have created another ticket for Process issue:

Notification triggers now on ''Reassigned to''.

Assigned to.PNG

Condition 1: when the ticket is created and an agent is added to ''Assigned to'' (name it A) and email should trigger to the user, which is working .

Condition 2: when the ticket couldn't be resolved by A, it would be reassigned to another agent.

As of now there are 2 triggers when reassigning if ''Assigned to '' value is retained without removing which I don't want. Below is the screenshot:

I don't want a notification to be triggered to the ''Assigned to'' field when the ticket is Modified. As seen here, notification should trigger when a ticket is created and Record fields change( in my case its ''Reassigned to'').

WF EMAIL ERROR.PNG

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Microsoft Dataverse with Power Apps

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v-siky-msft Microsoft Employee on at

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Hi @Teresa24486 ,

Try to set the trigger to Record is created and Record field is changed('Reassigned to'), and modify the logic steps as follows.

Adjust the order of two steps, first to check if the condition that 'Reassigned to' field contains Data, then send an email to Reassigned to User. Secondly, send email to 'Assigned to' field User.

Hope this helps

Sik

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Teresa24486 613 on at

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I am getting the same results even after adjusting the order.. i.e. two emails on the assigned to field:

The record is supposed to run only when the item is created.. not modified is my concern here.

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v-siky-msft Microsoft Employee on at

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Hi @Teresa24486 ,

I'm a bit confused. Do you mean you want to send an email notification to Assigned User when record is created, and send a email notification to Reassigned User when the record is modified, right?

If my understanding is correct, the logic should resemble the following.

If 'Reassigned To' contains data, then

Send Email, and set To field to 'Reassigned To' field

If 'Reassigned To' Doesn't Contain Data And 'Assigned To' contains Data, then

Send Email, and set To field to 'Assigned To' field

And the Trigger should stay the same. Triggered when record is created and when the 'Reassigned To' field is changed.

Hope this helps.
Sik

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Teresa24486 613 on at

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hi,
thats not quite the same ; here's what I am looking for:
when the ticket is created an email should trigger where the ticket field ''assigned to'' is filled out initially and ''reassigned to'' field is blank and it should stop there as workflow is defined to work only when the ticket is created.
if for some reason the ticket is reassigned to another agent, the email should trigger only to the ''reassigned to'' field . By the time the ticket is reassigned the assigned to field is also filled out in the beginning; so 2 workflows(one for assigned and other for reassigned) get triggered at the time time when reassigned has data.

Hope this cleared your confusion.

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v-siky-msft Microsoft Employee on at

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Hi @Teresa24486 ,

How about creating two workflows to achieve your needs?

The first one is triggered when the ticket is created, if ''assigned to'' is filled out and ''reassigned to'' field is blank, send the Email.

The second one is triggered when the ''reassigned to'' field is changed, send one Email to 'Reassigned to' User, and send another Email to 'Reassigned to' User.

Hope this helps.

Sik

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Teresa24486 613 on at

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this is what i finally did.. 😀

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