Inactive case notification

I'd like to implement a workflow rule that would generate an email if a case
has not had any activity in x amount of time.

Looks like I could do it based upon status changes; however, I'm looking for
the time counter to be reset any time a note has been added or an activity
occurs.

Any thoughts would be much appreciated!

crysmi
Mon Mar 20 16:56:09 CST 2006

Hi Patrick,

There is an article in the Communities site that describes how to create a
workflow rule to check the current status of the case to determine if it has
been changed since the last time it was checked. If it has not been changed
for two days, the workflow reassigns the case to the case ownerâ??s manager.

Escalate Ignored Cases
http://www.microsoft.com/dynamics/crm/using/services/escalatecase.mspx

You can modify the workflow to fit your business need.

Crystal Smithwick
Microsoft Dynamics
Technical Writer
Want to learn more about how to use Microsoft Dynamics CRM 3.0?
Visit http://www.microsoft.com/dynamics/crm/using/default.mspx


Good luck,

--
This posting is provided "AS IS" with no warranties, and confers no rights.


"Patrick" wrote:

> I'd like to implement a workflow rule that would generate an email if a case
> has not had any activity in x amount of time.
>
> Looks like I could do it based upon status changes; however, I'm looking for
> the time counter to be reset any time a note has been added or an activity
> occurs.
>
> Any thoughts would be much appreciated!

Dave
Tue Mar 21 09:28:37 CST 2006

Patrick,

>From looking at that example (phew, really cool, but really
complicated), it doesn't appear like that will reset any time a note
has been added or an activity occurs.

One alternative for you to consider would be the CRM add-on product we
sell for $99 per user called VAST. VAST tracks all changes made in
CRM, so we also know what DIDN'T change. You could very easily create
a VAST Insights query that shows "All Cases with no activity" for a
day, or week, etc.

Then, there are a couple of ways do escalation. Most elegantly, you
can now apply workflow rules to the VAST Insights result set. So, your
CS manager could run this query, and simply "Apply Rule" that reassigns
the case, or sends an email.

Alternatively, if all you are really trying to do is generate
visibility for stale cases, then this query might be enough. Your CS
Manager could then simply click on the hyperlink for each case
(inactive for x days) and open that case in CRM for editing (adding a
note) or reassignment.

HTH,

Dave
-------------------------------------------------
David L. Carr, President
Visionary Software Consulting, Inc.
http://www.vscrm.com
971-327-6944

NEW! CRM Workflow rules can now be applied to VAST Queries - so you
can see "all Leads with no phone calls scheduled", then run a workflow
rule to create those phone calls! VAST 3.0 is now available, and it
audits even custom entities you create in Microsoft CRM 3.0! For a
free, fully functional demo version of VAST, please visit
http://www.vscrm.com/vast_download_page.php or see Dave Carr at
Convergence!