Routing case to owner queue

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Posted on by Community Member

Hi Team,

I want to route case based on Owner of the case. When owner changes the case should be routed to individual user queue. For e.g. When owner is ABC then case should be routed to <ABC> queue.

Thanks and Regards,

Mayur

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Community Member on at

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RE: Routing case to owner queue

Thanks Ali!
Ricardo Gimenez on at

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RE: Routing case to owner queue

Hi Mayur,

Thank you for using the Microsoft Dynamics Communities.

Please, follow the instructions provided by Khadim Ali. This configuration will solve your problem since allows that Incidents records be automatically routed to user personal queue when a assignment happens. If you thing about something different from this scenario, a routing rule or workflow should be evaluated.

Thanks,
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Ali .NET on at

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RE: Routing case to owner queue

Hello Mayur,

There is a entity configuration setting Automatically move records to the owner's default queue when a record is created or assigned. Enable this setting and try it out.