Email Notification workflow on case status change RRS feed

  • Question

  • I need to create a email notification workflow ,if case status doesn't change for 5 working day

    Anybody help me in getting this solved asap.

    Thanks in advance

    Monday, October 22, 2012 10:39 AM


All replies

  • Hi,

    you can implement this requirement by doing following workflow..

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    • Proposed as answer by Adam Vero Monday, October 22, 2012 8:06 PM
    • Marked as answer by Rob BoyersEditor Wednesday, October 31, 2012 9:47 PM
    Monday, October 22, 2012 12:32 PM
  • Neat way to do this. Should point out that you need to add the first wait and then choose to Add Step > "Parallel wait condition" to do the second one (I know this is implied because the second step does not have its own description, but could easily catch out a beginner.

    Hope this helps. Adam Vero, Microsoft Certified Trainer | Microsoft Community Contributor 2011

    Monday, October 22, 2012 8:08 PM
  • Dear Mayank,

    I created the same workflow and assigned to One of User of a BU.

    User activated that process and created 1 Case , status reason was " in Progress"

    But email is not triggered after 2 Hr(Kept 2 hr for testing purpose)

    Please find the error after checking through system jobs.

    • Edited by DynCRM Wednesday, November 28, 2012 9:13 AM
    Wednesday, November 28, 2012 9:11 AM
  • Hi,

    it seems you configure this job to run on Case Creation, if you check my screen print start when in right hand side this job should only start when record status changes.

    Also I was using status field while your workflow seems to be using status reason (should be okay but just wanted to point out this difference)

    Also keep time out just 1 min or 2 min to quickly test this change.

    Hope this helps..

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    Wednesday, November 28, 2012 10:18 AM
  • Dear Mayank,

    Made the changes but still email is not triggered when checked in activities as well as system job.

    Wednesday, November 28, 2012 11:31 AM
  • Your workflow step says "Wait until Case: Status reason contains data". The original example uses "Status". So we trigger this on change of status then wait for the next change of it.

    (I think this uses an oddity of wait conditions that they are not triggered if they are already true when they started, only if something changes to make them true. So in this case the status already has data, but that does not "count" for the wait step, it waits until the field changes then checks if it has data now. it is this aspect which is neat, but could also be flawed. I have a feeling this strange behaviour of workflows was fixed in an update rollup a while ago.)

    Are you actually trying to check if the Case status has not changed, or checking that is has not been completed?

    Would this approach work for you:

    - run workflow on change of status

    - Wait 5 days

    - Check if Case now has a status of resolved or cancelled - stop

    - (implicit "else") Send email

    An alternative approach would be to create a custom entity with a N:1 relationship to Case (do not make this an activity entity). Add a custom field with an option set called "Case Status"  and have the same values in there as in Case status field. (you could use status reason instead of status, as long as you do that throughout this method):
    - run workflow on change of status

    - create new child record, copy Case status to custom field on that child record (as part of the properties when creating it)

    - wait 5 days

    - check if status of the Case is still the same as the "Case status" field snapshot on your child record. If it is, send the email, otherwise just finish without doing anything.

    Note: If you use Case routing and queues etc, you may find that the status of the Case does not change very often, even though the Queue Item may get picked up, worked on, re-assiged etc, and lots of activities are created along the way. But the Case itself may not have been updated.

    Hope this helps. Adam Vero, Microsoft Certified Trainer | Microsoft Community Contributor 2011

    Wednesday, November 28, 2012 2:06 PM