Trigger email from Model-driven app

[jfreddy]

Scenario: John, a member of the tier 1 support team receives feedback from a customer. He opens up the Customer Feedback Model-driven app and proceeds to log the issue. Since John cannot address the issue himself, he chooses to escalate it.  

Requirement: Ability to send an email about a customer feedback issue that has not been resolved.

Solution: A button, on the Main form used to log feedback, that sends an email notifying someone in tier 2 support that the issue needs further attention. A "Last Escalated" field populates with the date that the button was last clicked.

 

Questions:

1. Is this solution or another solution that meets the requirement possible in a Model-driven app?

2. What are the concepts that need to be understood to implement the solution?

[dpoggemann · Accepted solution]

Hi @jfreddy ,

This type of requirement will cover a Model driven application as you mentioned but also include a Power Automate Flow to send the email.

There are a couple of things you can do...  

1.  When user clicks "Checkbox" or "Two Option" type of field on the model app form you could update a column on the entity.  Note this will be the trigger to kick off the flow (B) It will also kickoff a real time workflow to set date and time of the "last escalated" (A)

2.  Real time workflow (A) - This real time workflow will kickoff on the update of the table and specifically can be setup to monitor the update of that "checkbox" or "two option" field.  When this kicks off it will real time setup the last escalated date to current date/time.

3.  Power Automate Flow (B) - When the same field is updated (as used in workflow in (A)) it will run a process to send an email to the user's manager (or whomever) based on the fact that it has not been escalated.

[bipinshan]

Hi,

To set the Last Escalated Date - Business Rule can be used which can set the Last Escalated Date with Today's date value.

Now to send an email to Tier -2 support Team, You can utilize any of the below given components - 

1. Real Time Workflow - https://www.azamba.com/2017/06/05/how-to-email-notification-workflow-in-microsoft-dynamics-365/

2. Power Automate - https://www.crmsoftwareblog.com/2020/01/send-dynamics-365-emails-from-power-automate/

Please mark my answer verified if this is helpful!

Regards,

Bipin Kumar

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