Add Case to initial Queue by default

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Posted on by Kipetcoff

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Hi, all.

I have a problem with quesues. I have a service email that is linkes to a queue. The rule for creating cases has been configured. Cases are created, but they are not related to the queue that created them. How can this be? Of course, I can try to create a routing rule, but how can I write in a rule that a message came from service address showld go to special queue, and in general why the cases themselves are not related to the queue that created them?

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Kipetcoff 1,037 on at

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RE: Add Case to initial Queue by default

Hi,

Thank you for answer. Looks like classic interface is dead, but I managed to create Queue Item in Power Automate. Thank you for idea
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RE: Add Case to initial Queue by default

Hi Andrey,

If you mean that you create a rule of case creation automatically when an email is received in a queue, you can also set Specify Other Actions to assign the case to the queue in this rule.

Here are steps.

1.Go Settings > Service Management to select Automatic Record Creation and Update Rules.

2.Click the record that you created and edit ‘record creation and update details’:

3.For Specify Other Actions, you can refer following steps to apply the new case to queue.

(1) When the email comes in, the email itself will be set to “inactive” status. We can choose to assign the new case to a queue so it can be worked on. Click to Create Record:

(2) Select Queue Item and Properties:

(3) We will use the case created to be a queue item for the Cases Queue:

4.Save and Active the rule.

Regards,

Leah Ju

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