In-App Notification in Dynamics 365 Customer Service Workspace

In this article, we are going implement a notification message in the customer service workspace when a new case is created or updated.

We are going to activate In-app notification features in model-driven apps and write a plugin code to get messages.

Sign into https://make.powerapps.com/
Open the solution that contains the model-driven app.
Select the model–driven app and select the edit.
Click on settings, Navigate to Features, and search for in–app notifications and active.

Write a plugin code to get a notification in the customer service workspace when a new case is created in the cases entity.

Open Visual Studio and select Create New Project.

Visual Studio new project

Search for the class library, select the Class Library (.Net Framework), and click on Next.

Class Library .NET Framswork

Give the project name, select the latest .Net framework, and click on Create.

Configure project

To install CRM Core Assemblies right, click on solution, select Manage NuGet packages as shown in the below screen, and search for Microsoft.CRMSdk.CoreAssemblies and install it.

Solution explorer

Microsoft CoreAssemblies

Next, to install the plugin registration tool in the solution right, click on a solution once aging, select Manage NuGet packages as shown in the below screen, and search for Microsoft.CRMSdk.XrmTooling.PluginRegistrationTool and install it.

Install Nuget package

The below references will be added to the solution once we install both packages.

Solution explorer

Next Update the below code in Class1.cs and build the solution.

using Microsoft.Xrm.Sdk;
using System;
using System.Collections.Generic;
using System.Linq;
using System.Runtime.Remoting.Contexts;
using System.Text;
using System.Threading.Tasks;

namespace InApp_Notofication_Demo
{
    public class Class1 : IPlugin
    {
        public void Execute(IServiceProvider serviceProvider)
        {
            ITracingService tracer = (ITracingService)serviceProvider.GetService(typeof(ITracingService));
            IPluginExecutionContext context = (IPluginExecutionContext)serviceProvider.GetService(typeof(IPluginExecutionContext));
            IOrganizationServiceFactory factory = (IOrganizationServiceFactory)serviceProvider.GetService(typeof(IOrganizationServiceFactory));
            IOrganizationService service = factory.CreateOrganizationService(context.UserId);

            Entity entity = (Entity)context.InputParameters["Target"];

            if (entity.LogicalName != "incident")
            {
                return;
            }

            if (context.MessageName == "Create")
            {
                var request = new OrganizationRequest()
                {
                    RequestName = "SendAppNotification",
                    Parameters = new ParameterCollection
                    {
                        ["Title"] = "A New Case has been Created",
                        ["Recipient"] = entity.GetAttributeValue<EntityReference>("ownerid"),
                        ["Body"] = "A new Case has been created you.",
                        ["Expiry"] = 1209600,
                        ["Actions"] = new Entity()
                        {
                            Attributes = 
                            {
                                ["actions"] = new EntityCollection()
                                {
                                    Entities = 
                                    {
                                        new Entity()
                                        {
                                            Attributes =
                                            {
                                                ["title"] = "Open Case",
                                                ["data"] = new Entity()
                                                {
                                                    Attributes =
                                                    {
                                                        ["type"] = "url",
                                                        ["url"] = $"?pagetype=entityrecord&etn={entity.LogicalName}&id={entity.Id}",
                                                        ["navigationTarget"] = "newWindow"
                                                    }
                                                }
                                            }
                                        }
                                    }
                                }
                            }
                        }
                    }
                };

                service.Execute(request);
            }
        }
    }
}

Next open the plugin registration tool to register your plugin, once tool get open click on Create New Connection button, a new window will get open there please select Display list of available originations and show advanced check box and enter the user id and password as show in below screen.

Create new connection