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Queue Items(Emails) routing using Workflows

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Posted on by McLOVIN

Got a requirement in D365 where in we need to move Emails(Queue Items) from one Queue to another Queue the Criteria being the subject of the incoming Email.|

Created a workflow for the same but unable to test it as Queue fields are locked and I'm unable to trigger the workflow.

How to resolve this issue ? I would like to know in what other ways this thing can be done ?

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RE: Queue Items(Emails) routing using Workflows

Hi Partner,

Can you click Yes under "Did this answer your question?" to close this thread if my answer is helpful.

Thanks in advance!:)
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RE: Queue Items(Emails) routing using Workflows

Hi McLOVIN,

1."Queue fields are locked"

Not using 'Update:Queue items' step and queue item as entity in the workflow, you need use Email as entity and 'Create: Queue Item' to add the Email into the queue you want.

2."I'm unable to trigger the workflow"

what trigger you are using now?

Can you share screenshot about the workflow if possible?