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Hi,
Just looking from some advice on best practice for implementing two queues using a shared mailbox.
Essentially both queues have their own mailboxes, with both mailboxes having the same email address xyz@zzz.com. One of these queues is called "Priority Support" the other is called "Normal Support". I've set up two separate auto creation rules that specify if Email is sent to xyz@zzz.com AND the subject contains Critical create a case with the Priority of High. Conversely any other emails sent to xyz@zzz.com will create a case with the Priority Set to Normal.
Q1: Why is a Queue required in the parent auto creation Record in order to activate? Surely it doesn't know what queue to send to yet, all it's doing is creating the case Record?
Now I create the Routing Rule: Q2: What field do I use to specify only send mail to this queue if it was sent to xyz@zzz.com? From here I imagine i will create one routing rule that specifies Route to the Priority Queue if the Priority is set to High and the email was sent to xyz@zzz.com. The other specifying Route to the Normal Queue if the Priority is Normal and the mail was sent from xyz@zzz.com.
Essentially does this look OK? Is it best practice? And if the two other question could be answered that would be great :)
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