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Power Platform Community / Forums / Power Automate - Building Flows / Notify User with Case ...
Power Automate - Building Flows
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Notify User with Case Resolution.

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Posted on by RD-25072044-0 4
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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Business Process Flows
  • RD-25072044-0 Profile Picture
    RD-25072044-0 4 on at
    Notify User with Case Resolution.
    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.  
  • Suggested answer
    Michael E. Gernaey Profile Picture
    Michael E. Gernaey 43,442 Super User 2025 Season 1 on at
    Notify User with Case Resolution.
    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.
  • Suggested answer
    SudeepGhatakNZ Profile Picture
    SudeepGhatakNZ 14,376 Most Valuable Professional on at
    Notify User with Case Resolution.
    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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