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Onify Blueprint: Create incident in Dynamics 365 Customer Service

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Onify Blueprints

Project Status: WIP – Initial development is in progress, but there has not yet been a stable, usable release suitable for the public. Test suite

Onify Blueprint: Create incident in Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and knowledge management, enables personalized customer service with a 360-degree customer view, and provides visibility into customer service department performance with dashboards and reports.

In this Blueprint we create a incident using REST-API integration.

Onify Blueprint: Create incident in Dynamics 365 Customer Service

Requirements

Included

  • 1 x Flow

Setup

Microsoft

There are 2 parts to this setup

  1. App registration (Registering an App in Active Directory). Please follow these instructions, section Register an App in Azure ( name the app Onify Web API instead ;-) )
  2. Add CRM application user
    1. Go to https://admin.powerplatform.microsoft.com/environments/<ENVIRONMENTID>/appusers (where <ENVIRONMENTID> is your Dynamics 365 CRM environment id)
    2. Add your newly created app as a app user (and add appropriate security roles)

Onify

Add the following settings.

Key Name Value Type Tag Role
azure_credentials Microsoft Azure credentials { "tenant": "<TENANTID>", "client_id": "<CLIENTID>", "client_secret": "<CLIENTSECRET>"} object dynamics365, frontend admin
dynamics365_url Dynamics 365 CRM url https://<ORGID>.<CRMNR>.dynamics.com string dynamics365, frontend admin

Note: Creating settings via admin interface add a trailing _ in key. This is required for flow to work.

Test

  1. Open the BPMN diagram in Camunda Modeler.
  2. Update customerid_account@odata.bind value in the Create incident task
  3. Deploy the BPMN diagram (click Deploy current diagram and follow the steps).
  4. Run it (click Start current diagram).

Support

License

This project is licensed under the MIT License - see the LICENSE file for details.

Contributors

Thanks Tony Aronsson @ Zitac for the support.