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Queue item creation

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Posted on by Mrunalini Velamakanni

Hi cloflyMao

Can u please explain how queue items are created?

When I send a email to a queue mail adress is queue item created(that queue doesn't have any acr rule, routing rule)

If no, then how is it created?

Iam really confused on this. Any clear Document will be helpful

Hoping to hear as soon as possible.

Thanks in advance

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LeoAlt 16,331 Moderator on at

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RE: Queue item creation

Hi Partner,

The emails in queue item list in screenshots I show before are all sent to the queue, not by manually assign or routing rules.

So if you could not find the emails in queue item list, please pay attention to your view.

Select your queue and "All Items" and try again.

If this issue still existed, please share more details like screenshots for us so that we could help you better.

Best Regards,

Leo

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Bipin D365 28,981 Moderator on at

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RE: Queue item creation

Hi,

When you open Email record and click Queue Item Details ribbon button what do you see?

I believe when Activity Record which is an Email in your case is created in CRM the status is receieved and it is completed meaning read only. So queue item record is also deactivated.

I would ask you to check in advanced find - Look for queue item > add filter to show all record/inactive record.

Please mark my answer verified if i were helpful

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Mrunalini Velamakanni 65 on at

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RE: Queue item creation

Hi Leo,

I see the following lines in doc

In the Queue Items section, all activities that are either routed to this queue automatically by the routing rules or the activities that are manually assigned to this queue are listed.

Is it only the routing rules or manually done to see items? Because even I don't see any emails sent to the queue appearing in the queue items but seen in Crm activities.

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LeoAlt 16,331 Moderator on at

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RE: Queue item creation

Hi Partner,

Thanks for your question, sorry that cloflyMao is in our National Day holiday so I will help you in his behalf.

For your question, I test in my instance, I created a new queue named "Support Queue" and use a shared mailbox for it.

Then I enabled the email configuration for this mailbox, and we can see the queue items are the emails with their receiver the "Support Queue" mailbox.

So the queue rule for email is that If the email receiver address it the queue mailbox, then the email will be routed to the queue.

You could also refer to this doc for more details.

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases#create-a-queue-customer-service-hub

Best Regards,

Leo

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