Route Case to Queue automatically by Workflow

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Posted on by Hoang Lan Le

Hi experts,

I currently want to create Case directly from CRM. Because of some reason from users, We have to hide Save & Route button and use “Save” button instead. So, how do I click “Save” button and the new case will route to queue automatically? I was try to create a workflow by Perform Action but don’t work.

Hope anyone can help to solve this. Thanks

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a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

Hello,

Can you please provide screenshot of your workflow?

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Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

Hi Adrew,

I think my solution was wrong. Do you have another sulution for this?

Thanks

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a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

Hello,

Here is the post that describes what you should do - www.powerobjects.com/.../

Good luck.

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Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

Many thank you, Andrew. One more question, how does the case automatically route by tracking case from outlook?

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a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

Hello,

Can you please explain your scenario?

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Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

Hi,

In our system, there are 03 ways to create case: Portal, CRM form (already resolved as your answer), Tracking case from outlook.

I want the system automatically Route case to Queue without click Route to Queue Button. Since our user always forget to click this button. I don't know how the system can automatically route cases which created by tracking from outlook.

Do you have any solution for this? Thanks

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a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

Ok. Thanks. Now next question (sorry for that but I still don't have full clarity) - what do you mean by tracking of cases from Outlook?

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Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

Hi,

Below is an example. I captured from D365 for outlook app. When a case created by this way, routing rule or workflow doesn't run

,

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a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

That's weird. Workflow should trigger anyway. Can you please provide a screenshot of your workflow?

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Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

Hi,

Below is workflow. I re-write to make it more simple. Currently, It's working correctly when I create case directly in CRM form.

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