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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Dharanidharan 636 User Group Leader on at

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RE: Route Case to Queue automatically by Workflow

Please refer to the below link. It will show you how to route Case to Queue Using Workflow in Dynamics CRM

www.powerobjects.com/.../

Regards,

Dharani
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a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

Can I get a screenshot of your workflow in the current state?
Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

It doesn't trigger at all. I was tried to change the condition as simple as I can but doesn't trigger
a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

Does it trigger at all or not?
Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

Hi Andrew,

Thanks for your help. Unfortunately It still doesn't work :(
a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

At the top of the form there is a button "Convert to a background workflow" for that purpose.
Hoang Lan Le 30 on at

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RE: Route Case to Queue automatically by Workflow

Hi,

Yes, all cases created through outlook/CRM do not have "Origin" field populated.

Also you can try to switch workflow from Async to Sync --> Could you help to explain more? I'm new so I don't know how to switch
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a33ik 84,331 Most Valuable Professional on at

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RE: Route Case to Queue automatically by Workflow

Your workflow looks good for me.

Can you please confirm that cases created through outlook do not have "Origin" field populated?

Also you can try to switch workflow from Async to Sync.
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.
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?