Instructions: Auto-assign items based on a primary service rather than service category.

Applies to: customer automation in the Dataverse-based ChangePilot Enterprise App. Use an authorised Power Automate maker and test the assignment policy before enabling it broadly.

Use this pattern when different primary services inside one service category need different owners. Keep one accountable owner per resulting item and coordinate the custom flow with the default CP014/CP015 assignment policy. See ownership configuration.

1. Prepare the target IDs

In the correct ChangePilot environment, identify the intended user’s Dataverse ID. The existing lookup pattern is:

https://YOUR-ENVIRONMENT.crm.dynamics.com/api/data/v9.2/systemusers?$filter=internalemailaddress eq 'user@example.com'&$select=systemuserid,fullname

Use your environment URL and intended user’s email. Record the returned systemuserid. The placeholders here are not working customer identifiers.

In Power Apps, open the ChangePilot solution’s Choices > Services Choices and identify the numeric choice value for the primary service. Confirm impact values from the installed choices too.

2. Create the customer flow

1. Open Configuration in the ChangePilot environment.
2. Create an automated cloud flow using the Dataverse trigger When a row is added, modified or deleted.
3. Use change type Added, table Message Center Items and scope Organisation, as in the existing pattern.
4. Set Filter rows for the intended primary service and, where needed, impact criteria.

Illustrative filters, using lowercase OData operators:

cp_primaryservice eq 121570023 and cp_adminimpact eq 121570002

cp_primaryservice eq 121570023 and cp_adminimpact eq 121570002 and cp_userimpact eq 121570002

Replace these example values with the installed choices. The second expression requires both High admin and High user impact. See Microsoft’s OData filter reference.

3. Set the owner and validate ordering

The existing example adds a five-minute Delay, then Update a row for Message Center Items. Use the trigger’s Message Center Item row ID and the intended user owner reference, in the pattern /systemusers(YOUR-USER-GUID).

A delay alone is not proof that this flow will win over another assignment flow. Check the interaction with CP014/CP015, repeat runs and any other customer routing before enabling it. This example does not establish the equivalent binding for a team owner.

4. Test the policy

Save the flow and use a controlled in-scope item. Confirm that the final owner is correct after all relevant flows finish. Test an out-of-scope item, check run history, and confirm that later processing does not overwrite the intended owner. Record the policy and operational owner.

Documentation reviewed: 12 November 2026.