Case First Response warning - Queue

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Posted on by JDMCRM

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Hi,

When a Case is near the first response cutoff, I would like to send an Email notification from the Queue (Email Address) to the User, reminding them that the First Response Timer is nearly expiring.

I can't seem to find a way to dynamically populate the 'From' field within a Workflow with the Queue Name. The Case appears to be unaware it is sitting within a queue. Is there a workaround for this?

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JDMCRM 1,795 on at

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RE: Case First Response warning - Queue

Great, thank you!
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PS 23,577 on at

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RE: Case First Response warning - Queue

Hi JM

Step 1: You will first have to create a field on case; lookup of type=queue

Step 2: create a real time workflow, runs on creation of queue item, screenshots below will help you

Step 3: Now configure your SLA, you have got a dynamic queue value

Assumption: You already have case to queue item in place