Customer Engagement & Dynamics CRM Forum

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  • 1.  Customer Service Issue Email and Auditing

    Posted Dec 26, 2019 12:34 PM
    I'm currently researching an incident where a Customer Service Issue email was created based on a previously entered task and I'm having trouble replicating or finding methods of auditing the record.  My best guess is that a user inadvertently created issue but I would like to be able to recreate the event in order to document and train users.  I've been unsuccessful in finding any support articles for this particular feature and haven't found any icons within the UI or supporting processes in Settings.  I also don't receive any results when I try to audit the record so no help in finding out who initiated the issue. 

    I would like to know (1) how to create a Customer Service Issue and email from an existing task in the Activity entity and (2) how to audit to find the user who generates a Customer Service Issue email.

    Version:  2015 On-prem
    Initial Activity:  Task created 7/3/19
    Customer Service Issue Email:  Created 9/17/19

    A new Customer Service Issue has been received for (ACCOUNT). 

    Please select the following link to review the information: (7/3 TASK SUBJECT, includes hyperlink)



    Matthew Siberry
    CRM Administrator/Business Process Analyst
    Nuss Truck & Equipment
    Rochester, MN

  • 2.  RE: Customer Service Issue Email and Auditing

    Posted Dec 27, 2019 10:14 AM
    It seems to me from you description you have a workflow that generates an email when Task regarding an Account is created. The first place I'd check is if there are any workflows that run On Create of a Task; . When you say a user inadvertently created the issue, are you referring to the email or do you have an entity named Customer Service Issues, perhaps the Case entity renamed? I'm asking this because Dynamics doesn't have a "Customer Service Issue" entity OOB and so this might be something custom you use in your organization.
    If you want to see the Audit trail of the email, have you verified that Auditing is turned on system wide and on the Email entity?

    Edrei Mpanduki
    Technical Analyst
    Scottsdale AZ

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