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.

Requirements

• Onify Hub
• Camunda Modeler
• Dynamics 365 Customer Service

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

• Community/forum: https://support.onify.co/discuss
• Documentation: https://support.onify.co/docs
• Support and SLA: https://support.onify.co/docs/get-support

License

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

Contributors

Thanks Tony Aronsson @ Zitac for the support.