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I currently want to create Case directly from CRM. Because of some reason from users, We have to hide Save & Route button and use “Save” button instead. So, how do I click “Save” button and the new case will route to queue automatically? I was try to create a workflow by Perform Action but don’t work.
Hope anyone can help to solve this. Thanks
Can you please provide screenshot of your workflow?
I think my solution was wrong. Do you have another sulution for this?
Here is the post that describes what you should do - www.powerobjects.com/.../
Many thank you, Andrew. One more question, how does the case automatically route by tracking case from outlook?
Can you please explain your scenario?
In our system, there are 03 ways to create case: Portal, CRM form (already resolved as your answer), Tracking case from outlook.
I want the system automatically Route case to Queue without click Route to Queue Button. Since our user always forget to click this button. I don't know how the system can automatically route cases which created by tracking from outlook.
Do you have any solution for this? Thanks
Ok. Thanks. Now next question (sorry for that but I still don't have full clarity) - what do you mean by tracking of cases from Outlook?
Below is an example. I captured from D365 for outlook app. When a case created by this way, routing rule or workflow doesn't run
That's weird. Workflow should trigger anyway. Can you please provide a screenshot of your workflow?
Below is workflow. I re-write to make it more simple. Currently, It's working correctly when I create case directly in CRM form.
Your workflow looks good for me.
Can you please confirm that cases created through outlook do not have "Origin" field populated?
Also you can try to switch workflow from Async to Sync.
Yes, all cases created through outlook/CRM do not have "Origin" field populated.
Also you can try to switch workflow from Async to Sync --> Could you help to explain more? I'm new so I don't know how to switch
At the top of the form there is a button "Convert to a background workflow" for that purpose.
Thanks for your help. Unfortunately It still doesn't work :(
Does it trigger at all or not?
Can I get a screenshot of your workflow in the current state?
Please refer to the below link. It will show you how to route Case to Queue Using Workflow in Dynamics CRM
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