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Set Email Notifications in CRM RRS feed

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    Example:

    Administrator created a incident and assigned it to user 1

    User 1 receives a email notification that a ticket is created under his name.

    Administrator makes a Post in the indecent "whats the status?" and user 1 receives an email notification  "whats the status?" with a link to access the Incident.

    User 1 Reply's "still working on it" and the administrator receives an email "still working on it" with a link to access the Incident.

    what are the steps to configure this in CRM. Please

    Monday, February 3, 2014 2:35 PM

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    You will need a workflow to cover all those behaviors, and the Email Router or Exchange integration to send the mail.  

    Make a Workflow that sends an email on Case Assignment to the Owner, and a different workflow on Posts relating to Cases.  I personally think it's a really bad idea to send emails on posts, as you will flood user inboxes, but that's just me.

    The postings on this site are solely my own and do not represent or constitute Hitachi Solutions' positions, views, strategies or opinions.

    Monday, February 3, 2014 3:19 PM
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    our company is small so i don't think that would happen. I need a method to notify our developers on certain changes. 

    Monday, February 3, 2014 3:49 PM
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    Workflows are that method.  They are the fastest, easiest way of sending out an email.  A workflow to send an email only takes a few minutes to create (and a few hours to actually get right afterward. ;) ).  The only difficulty I could see is actually setting up email integration with Exchange.  Fortunately, that's a one-time thing, so while it will take some up, you won't have to address it again.

    The alternative is to just have everyone keep the CRM Social window open so they see posts on tings they're following all the time.  Or you can just have people manually email the Case link to anyone that needs to know so they can look at the update.

    workflows are still your best bet, though.

    The postings on this site are solely my own and do not represent or constitute Hitachi Solutions' positions, views, strategies or opinions.

    Monday, February 3, 2014 4:05 PM
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    I've figured out how to configure workflows, my only problem now is the delay.
    Monday, February 3, 2014 7:40 PM
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    What delay are you talking about?  The delay for a workflow to run and create the email, or another one?

    You could make the workflow synchronous, which would make the workflow make the email right then.  You will still have the delay of email being sent from CRM to exchange, but that should be minimal.

    What kind of timeline are you looking at?  seconds, minutes?

    The postings on this site are solely my own and do not represent or constitute Hitachi Solutions' positions, views, strategies or opinions.

    Tuesday, February 4, 2014 1:54 PM
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    The Delay just comes from the system itself. Now I'm trying to set up email permissions, what I mean is...

    I want to edit incidents when other people are set as "Owners" and those "Owners should get a notification" 

    When i edit something the workflow will send them a email notification. It only works when i tested it with myself as the Owner.

    If another user is set as the "Owner" and I edit that incident they will not receive a notification.

    Is there a way we can set email permissions so i have the right to edit incidents and for my users who are owners to get notified

     
    • Edited by Roman Moroz Thursday, February 6, 2014 3:46 PM
    Thursday, February 6, 2014 3:45 PM
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    What kind of error are you getting? The workflow should still run, and have either some kind of failure code, or at least an exit point showing what happened to the email. Make sure you don't have a check condition of "Owner Equals Current User" somewhere that is making the workflow quit without sending. Also, you might want to make sure the email sender is listed as the current user and not the record owner, because otherwise you have to deal with "send on behalf of" issues, which can get hairy.

    The postings on this site are solely my own and do not represent or constitute Hitachi Solutions' positions, views, strategies or opinions.

    Sunday, February 9, 2014 12:46 PM
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    Thanks for all your help. Ive pretty much figured out everything by now. I'm still looking for a way to get email notifications when POSTS are added to the incident wall. Like FACEBOOK- when somebody posts on your wall, you get notified in your email.

    Somebody told me to have CRM open at all times so users can see a "POST" when its added to the wall.

    I cant have every user on a 2nd monitor checking there incident wall. Workflow's don't work either because "POSTS" is not recognized as a field.

    Is there anyway of doing this?

    Tuesday, February 11, 2014 5:15 PM
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    Sorry, I found a way to do it with creating a workflow for POSTS, my only problem is when i activate it and try to switch the owner, i get an error log

    Unhandled Exception: System.ServiceModel.FaultException`1[[Microsoft.Xrm.Sdk.OrganizationServiceFault, Microsoft.Xrm.Sdk, Version=6.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35]]: There is no active transaction. This error is usually caused by custom plug-ins that ignore errors from service calls and continue processing.Detail:
    <OrganizationServiceFault xmlns:i="http://www.w3.org/2001/XMLSchema-instance" xmlns="http://schemas.microsoft.com/xrm/2011/Contracts">
      <ErrorCode>-2147220911</ErrorCode>
      <ErrorDetails xmlns:d2p1="http://schemas.datacontract.org/2004/07/System.Collections.Generic" />
      <Message>There is no active transaction. This error is usually caused by custom plug-ins that ignore errors from service calls and continue processing.</Message>
      <Timestamp>2014-02-11T17:43:49.6678052Z</Timestamp>
      <InnerFault i:nil="true" />
      <TraceText i:nil="true" />
    </OrganizationServiceFault>

    I can switch the owner, but the error comes after i try to save it. 


    • Edited by Roman Moroz Tuesday, February 11, 2014 5:48 PM
    Tuesday, February 11, 2014 5:48 PM
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    Can you clarify what you are trying to change the owner of. I think you may need to be the owner of the workflow to reassign another user as an owner if that is what you are trying to do. Remember that workflows run in the context of the workflow owner.

    As a previous poster suggested I think you would be better off having emails sent to the user when the status of a case/incident changes rather than from posts or other activity as it is simply not a scalable solution, but that is ultimately your call.

    Wednesday, February 12, 2014 3:44 PM
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    I was able to create a workflow for POSTS. The user gets a notification when i post on their incident wall, but I also need tp configure it so it sends me a notification when the user reply's. 

    How do i create a workflow to send email for REPLY's to POSTS?

    Oh and to answer your question- I'm changing the INCIDENT OWNER.

    • Edited by Roman Moroz Thursday, February 13, 2014 5:21 PM
    Thursday, February 13, 2014 5:14 PM