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Queue Items entering queue as inactive

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Posted on by ScottColbourne 125

We have a queue which brings in all emails from an outlook mailbox.

We have an auto-case creation rule set up using the new Power Automate format (this creates cases for unknown recipients)

All we want to do is ignore emails from noreply@####### from being created into a case.

The emails can be ignored either conditions as shown below or directly in the Power Automate flow (which I have done now).

pastedimage1623120142091v1.png  

The issue is that these emails enter the queue as inactive queue items. 

Why are they not just left as active queue items for us to convert as required?

  • ScottColbourne Profile Picture
    ScottColbourne 125 on at
    RE: Queue Items entering queue as inactive

    I did try something similar using Power Automate but get an error that you cannot change it to this status.

    I have not tried it through the Dynamics workflow though.

    Have you successfully implemented this workflow?

    Does it change inactive to active ok without the following error?

    "The queued entity instance does not allow associated queue item to be activated in its current state."

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Queue Items entering queue as inactive

    Hi Scott,

    So emails that from noreply@####### are inactive queue items in the queue now, but you want to active them, right?

    Maybe you can create a workflow to change these queue item status when queue items created.

    pastedimage1623228029350v1.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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