DCRM Set Timeout for Status Reason

[Julien2]

Hello everyone,

I am building flow for the Cases entity in Dynamics CRM 365.

What I want to achieve is the following:

The purpose of this flow is when the customer creates a case I want to set a TimeOut based on the Status Reason value.

So if the status remains "In Progress" for 3 days I want to send an email for the support team to remind them that this case they should take a look at.

Besides, if the status has changed to any other value before either after the timeout I want to send an email for the customer that his case is under consideration.

Can you please provide an example and explain in detail to achieve the following flow?

Any help will be greatly appreciated.

Thank you!

[v-alzhan-msft · Accepted solution]

Hi @Julien2 ，

What is the type of the Status Reason column?

If the Status Reason column is with choice type, you should choose the Status Reason Value dynamic content when you want to get the value.

You could create a flow with trigger when an item is created, and add a Condition under the trigger to check if the Status Reason Value is equal to In Progress, if yes, add a delay action for 3 days and then add a Get item action to get the current Status Reason Value, and a Condition 2 to check the current Status Reason Value.

Best regards,

Alice       

Community Support Team _ Alice Zhang
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[Julien2]

Hi @v-alzhan-msft ,

Yes, the type of Status Reason column is with choice type.

Sounds good, I have followed what you mentioned and just finished the delay action step based on the Status reason column.

Unfortunately, I couldn't achieve the condition 2 action because possibly the support team will update the status of the record before the delay or either after the delay.

If the record is updated before the delay, it should skip the Status Reason condition. Else, if the record is updated after the delay it should send an email for the customer that his case status is updated.

Besides, here when the delay times out the flow will run successfully and skip the last condition because maybe the status column will not be equal to Merged when they update the record.

Do you advise me to create another flow when a record is updated or there is any other way to solve it in the same flow?

Looking to hear from you.

Thank you!

[v-alzhan-msft]

Hi @Julien2 ,

Please move the Get record 2 and Condition to the if yes branch of the Condition:

Best regards,

Alice       

Community Support Team _ Alice Zhang
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

[Julien2]

Hi @v-alzhan-msft,

Thanks for your reply.

After I have moved both actions to the condition above, unfortunately, the condition of the get record always return false knowing that the status of the case was updated before the flow run this action.

Besides, maybe the support teams will update the case status before the delay action should I create a duplicate condition for the same status before the "In Progress" condition?

Here are the results:

Looking to hear from you.

Thanks again!

[v-alzhan-msft]

Hi @Julien2 ,

You could take a try to create the flow to achieve your requirement.

Best regards,

Alice       

Community Support Team _ Alice Zhang
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.