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Customer experience | Sales, Customer Insights,...

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Automatic case creation: Case was not routed into the queue

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Posted on by MichaelFo96

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Hello,

We currently have the issue that since 10/27/2023 a few incoming email to one of our connected mailboxes became a case via the standard /Automatic Case Creation And Update Rules/ and according to the flow also received the correct queue in which the case should be routed.

Unfortunately the case has never been added to a queue by the system. The flow contains the correct value for the routing rule.

What can be the issue here?

Thank you in advance.

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Verified answer

Leah Ju Microsoft Employee on at

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Hi Partner,

You can add one action after case creation in the power automate.

1.Open the power automate:

2.Add 'AddToQueue' bound action:

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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