Notify User with Case Resolution.

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Posted on by RD-25072044-0

In the Dynamics Customer Service app , it doesn't notify the user with the case resolution / remarks when tickets are closes. I created a flow to Email the user when the case is closed, but I'm not able to include the resolution. I checked the Case table and found the resolution is blank. There's a Case Resolution table that is related to the Case Table. I'm trying to figure out a way to pull the remarks from the resolution column in the case table in a flow, or save the case resolution in the case table when the case is saved in Customer Service app. I'm not sure why the case table exists in the case table if doesn't save the resolution by default.

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SudeepGhatakNZ 14,396 Most Valuable Professional on at

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Use the unique identifier of the "Case" to find the related "Case Resolution" record. The "Case Resolution" entity contains a "Description" field (or similar) where the resolution remarks are stored. Are you saying the "Case Resolution" table is empty?

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Michael E. Gernaey 53,963 Moderator on at

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Hi

In some cases (not pun intended), the relationship won't exist between Case and Case Resolution.

If it is there, than you would use the Case ID to link to the Case Resolution, but you must also understand you can have MULTIPLE case resolutions for the same case, because it can be re opened and resolved many times.

But that is what you have to do, in the LookUp field (relationship) if it exists, or you need to create it.

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RD-25072044-0 4 on at

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Ok, so using the Case unique identifier worked this time. I contacted Microsoft last week and we tried getting a row by ID(Case uid); the test was successful but the output page was blank. We have a contact email column, and an email address column. So during the test we were using the column with no data.

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