Routing case to owner queue

(0) Share

Report

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

I have the same question (0)

All responses (3)

Answers (0)

Sort by

Suggested answer

Ali .NET on at

Like (1)

Report
Copy link

Link copied!

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.

Was this reply helpful? Yes No
Ricardo Gimenez Microsoft Employee on at

Like (0)

Report
Copy link

Link copied!

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,

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report
Copy link

Link copied!

Thanks Ali!

Was this reply helpful? Yes No