How to route cases automatically when created from multiple shared mailboxes

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Posted on by Josvds

We have serveral shared mailboxes which are connected to dynamics, so each mailbox is connected to a mailbox inside dynamics which is connected to a queue.

On all of these queues we created a ARC rules to create cases.

But now we would like to manage the cases and send them to the correct case-queue, but it also depends on which mailbox they came in.

How can create a route which also uses the original mailbox as a condition?

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RudyZhang Microsoft Employee on at

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How to route cases automatically when created from multiple shared mailboxes

Hi,

Based on my testing, you can create Basic Rule to set the Case contact to route the Case to a different queue when the Case contact is the target contact.

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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Josvds 38 on at

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How to route cases automatically when created from multiple shared mailboxes

Thanks Rudy for your reply, but the `contact` is a sender right?

Because I'm looking for the reciepent.

So for example

Mailbox support@domainA.nl -> Queue support@domainA.nl -> ARC Creates a Case 0001

Mailbox support@domainB.nl -> Queue support@domainB.nl -> ARC Creates a Case 0002

Mailbox support@domainC.nl -> Queue support@domainC.nl -> ARC Creates a Case 0003

But now I would like to be able to push the Case 0001 to a separate Case Queue A, Case 0002 to a Case Queue B, Case 0003 to a Case Queue C, based on the domain A/B/C.

So not the sender, but the mailbox it was received on.

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ba365guy 2,950 on at

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How to route cases automatically when created from multiple shared mailboxes

While creating the case through Automatic Record Creation Rule, you can capture the source mailbox from where this was created. You will get the context and capture while creating the case. Just a sample below to show the available context. You may capture this in a new field and use this to add a condition to route further

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Josvds 38 on at

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How to route cases automatically when created from multiple shared mailboxes

The manual editing in PowerAutomate is indeed how we resolved the issue.

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