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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