Dynamics Community Forum Thread Details

Hi,

I am wondering what is the best practice to automatically put Cases into a Queue that come in from an E-mail.

I have a Record Creation rule on the E-Mail activity, but in the default this only creates a Case and not a Queue Item.

1. E-mail arrives

2. Record Creation Rule runs

3. Case is created

4. >>> Queue Item is not created.

Now should I:

1) In the Flow manually create a queue item for the new Case?

2) Or will the Routing Rule be applied automatically for those cases that are created from a Record Creation Rule?

Thanks.

Routing Rules and Record Creation in UCI?