Customer Service Forwarding Rule: Which user is used to post forwarding message to timeline?

(0) Share

Report

Posted on by Simon Niederkircher

217

We use Dynamics Customer Service App. In a shared mailbox we get E-Mails which are automatically converted to incidents. Dynamics then moves the incident to queues according to forwarding rules. The forwarding rule also is applied when a user manually clicks on "save and forward" button on the incident form.

After applying the forwarding rule, Dynamics creates an automatic timeline post on the incident that shows that an incident was forwarded to another queue.

We can not figure out, which user Dynamics is using to post the message. Automatically created incidents through the mailbox are created by a system user, not a personal user. It seems that Dynamics is using the user who activated the forwarding rule, but we can not figure it out. See screenshot.

Any ideas?

All responses (2)

Answers (0)

Ang 10 on at

Like (0)

Report

RE: Customer Service Forwarding Rule: Which user is used to post forwarding message to timeline?

Hi Leah Ju,

I‘m Simon‘s colleague.

Thank you so much for your fast response.

It‘s true, that the user who clicks the button „Save & Route“ is shown in the timeline.

Our question is regarding the following:

Which user is shown in the timeline for E-Mails which are automatically converted to incidents and route to queues instantly according to routing rulesets?

In detail:

1. In a shared mailbox an E-Mail is received

2. It is then automatically converted to incidents with rules for creating or updating records automatically (docs.microsoft.com/.../automatically-create-update-records)

3. Immediately after creating the incident it gets routed with applied routing rulesets to route cases (docs.microsoft.com/.../create-rules-automatically-route-cases)

4. Which user is shown in the timeline? How can I control which user is shown in the timeline?

kind regards
Community Member on at

Like (0)

Report

RE: Customer Service Forwarding Rule: Which user is used to post forwarding message to timeline?

Hi Simon,

The "save and forward" button you mentioned is ‘Save & Route’ button, right?

Through my test, when user click the button, one post message will shown in the timeline, which will show the case is added to one queue by the user who click the button.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.