Why on earth did anyone think that this was a reasonable number to include in Customer Service cases?
This number is way to hard to relate to, and too hard to explain why came to be. It has absolutely nothing to do with the Email Tracking Token, leaving the customer utterly confused when talking about numbers.
Might be a little hard to see here, but I open my solution from https://make.powerapps.com and select the case entity. In the Case entity I have the default Case Number field. When choosing to edit this field I simplify the autonumber. This will make even more sense later on.
All of this will be included in my Customer Service Solution later on in the guide.
I prefer to define a team with a security role when i create Customer Service solutions. The idea is that the incoming case is assigned to the Customer Service team. This way it is clear to see what cases are new and not yet assigned.
NB! Reassigning Cases to a new user Out Of The Box is not great. The cascading rules changes the sorting of emails because of modified on dates. I will therefore include a post on how to modify the cascading rules.
Open Dynamics in any app and find the Advanced Settings
This will open up the good old Dynamics Setup. This is where we can access the security model.
We need to create a security role for the team.
These are the entities that I needed to make my scenario work. It is a very minimal role, but I won’t be needing more than this for Customer Service Team.
Open teams and create a new team. I will call mine Customer Service. Make sure you assign the security role to the newly created team.