Synchronize ServiceNow Incidents with Dynamics 365 Cases > Synchronize ServiceNow Incidents with Dynamics 365 Cases recipe contents > Create Case process
  

Create Case process

The Create Case process searches for the cases in Dynamics 365 and creates or updates the cases based on the search result in Dynamics 365.
The Create Case process is used as a subprocess in the Pagination process.
The following image shows the steps that the Create Case process contains:
The image shows the steps that the Create Case process contains.
The following table lists the steps that the Create Case process contains:
Step Name
Description
Start
The process searches for the incident object in ServiceNow.
Get ServiceNow Access Token
Gets an access token to authorize all the connection requests in ServiceNow.
Get Caller and Assign To Users
Searches users by the Caller and Assign To user fields simultaneously in ServiceNow.
The process searches and gets the caller in ServiceNow and continues to the next step.
The process simultaneously searches and gets the assigned user email ID in ServiceNow and continues to the next step.
Get Dynamics 365 Access Token
Gets an access token to authorize all the connection requests in Dynamics 365.
Search Contact and Owner IDs
Searches users by the Contact and Owner IDs fields simultaneously in Dynamics 365.
The process searches for the contact by email in Dynamics 365 and gets the contact ID.
The process simultaneously searches for the owner in Dynamics 365 and gets the Owner ID, and continues to the next step.
Is User missing in Dynamics 365
Verifies whether the user is missing in Dynamics 365. If the incident ID exists, the process continues to the next step. Otherwise, the process creates a new contact and gets a contact ID. If the contact is successfully created, the process continues to the next step. Otherwise, an error occurs.
Search Case by Title
Searches for the case by title in Dynamics 365.
Get Case ID
Gets the case ID.
Is Case missing in Dynamics 365
Verifies whether the case ID is missing in Dynamics 365. If the case ID exists, updates the case. Otherwise, creates a new case.
End
Ends the process.