Assign newly created case to a team

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Hi,

I am trying to implement helpdesk type of solution using case entity. When creating a case, user has to enter 3 lookup fields, and based on the combination of those fields, the newly created case should be assigned to appropriate team/user(incase there is only one user in a team).

Which approach would work best for this type of scenario? Workflow/Javascript/Any other?

Thanks

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Bruno Lucas 5,421 on at

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workflow. A code free out-of-the box approach:

www.powerobjects.com/.../assign-owner-and-route-case-to-queue-using-workflow-in-dynamics-crm

you can use the condition statement to verify the lookup values and point to the correct user or queue

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Mithilesh Kumar 10,047 on at

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Hi Ray,

What does appropriated Team / User means? What is the condition which defines that.

Depending upon your definition you will either need to you a Workflow or Custom Workflow Activity.

If the combination of your condition is not too complex you can definitely use an OOB Workflow as Bruno mentioned.

However, if your condition seems to be complex, you can use a Custom Workflow Activity.

The Dynamics CRM SDK contains sample code to achieve this, it can be found at

"SDK\SampleCode\CS\Process\CustomWorkflowActivities"

Sample code has AutoRouteLead, but can be used for Case as well with slight modification.

Hope that helps

Thanks

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Community Member on at

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Are you looking for automatic assignment of Case based on criteria to the team? There is a manual way to do it when u create a case on how you could assign to a group / team.

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