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Case Study

Power Automate Email Task Assignment for Legal Teams
Technologies Supported: Copilot

Every legal service request meant manual data entry, task assignment, and follow-up emails, work that piled up as volume grew. IncWorx built a Power Automate solution that creates and assigns tasks straight from incoming email.

The Challenge

Manual Case Request Processing Created  Unnecessary Administrative Work

An intellectual property services organization relied on a shared mailbox to manage case-related service requests submitted by attorneys and staff throughout the company. While requests arrived by email, several manual steps delayed processing and increased administrative effort.

An operations team member monitored the shared mailbox and manually entered each request into a SharePoint list. Next, a manager reviewed the request and assigned it to the team member responsible for supporting the associated case.

When the work was complete, the assignee had to open the SharePoint list, locate the correct task, enter completion details, and then manually create an email response containing the same information for the original requester.

As request volumes increased, this process consumed valuable time, created duplicate data entry, and required employees to move between multiple systems to complete routine work.

The client wanted attorneys and support staff to manage case-related requests directly from Outlook without switching between email and SharePoint.

The Solution

Automated Case Assignment and Updates Directly in Outlook

IncWorx implemented a solution built with Power Automate, SharePoint, Outlook, and Adaptive Cards to streamline the management of case-related service requests.

The solution uses a parent flow that triggers whenever a new email arrives in a dedicated shared mailbox. To ensure accurate processing, the requester includes the case number in the email subject line.

Once the email arrives, the flow automatically creates a record in the SharePoint task list and assigns the request to the team member responsible for that case.

The assignee then receives an actionable Outlook email containing an Adaptive Card. Rather than opening SharePoint, they can review the request and select the appropriate action directly from their inbox.

From that point forward, Power Automate manages the workflow automatically. The solution sends the appropriate notifications and Adaptive Cards at each stage of the process, helping users complete tasks without leaving Outlook.

Finally, the closing Adaptive Card allows the assignee to enter completion details directly within the email. The solution stores the information in the SharePoint task list and updates the request record automatically.

By combining Power Automate, SharePoint, and Outlook Actionable Messages, the organization created a streamlined user experience while maintaining a centralized system of record for case-related activities.

This solution delivers several targeted benefits, including:

  • Automated task creation and assignment based on case information
  • Actionable emails with Adaptive Cards
  • Reduced manual data entry
  • Faster request completion
  • Improved usr exerpience in Outlook

The Results

Faster Case Request Processing and Improved User Experience

The new solution transformed a manual, email-driven process into an automated workflow managed almost entirely within Outlook.

Team members no longer needed to switch between email and SharePoint to manage requests. Instead, they could receive, review, update, and complete tasks from a single interface they already used every day.

In addition, automation eliminated repetitive data entry, reduced the risk of human error, and improved visibility into case-related tasks. Because the workflow automatically routed requests and captured completion data, the organization could process service requests more efficiently and respond faster to attorneys and staff.

By combining Power Automate, SharePoint, and Adaptive Cards, IncWorx helped the client modernize its task assignment process without disrupting existing systems.

The solution moved key actions from SharePoint into Outlook, where employees already worked every day. As a result, the organization reduced administrative overhead, improved efficiency, and created a more streamlined experience for teams responsible for supporting intellectual property matters.

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The Microsoft technology stack provides the infrastructure and software necessary to maintain and grow your business. Combining Azure, SQL Server databases and SQL Server Integration Services packages provided this customer with a secure and robust data processing platform that will ensure the growth of their business for years to come. Do not delay your opportunity to get more from your data with ETL development.

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