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Case auto assign to a Queue using Routing Rules

Posted on by 3,077

Hi Folks, 

How to add a case to a queue, I have created routing rules. I want on the creation of a case, Case should be assigned to the default queue. 

Let me know, if I missed anything. 

 

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Right now, Case is not auto assigning to MSC Queue. 

Thanks

  • Suggested answer
    RE: Case auto assign to a Queue using Routing Rules

    Hi Partner,

    In order to use the Automatic rule creation for routing cases to queue through routing rule sets, you can refer the link docs.microsoft.com/.../create-rules-automatically-route-cases 

  • Suggested answer
    ba365guy Profile Picture
    ba365guy 2,946 on at
    RE: Case auto assign to a Queue using Routing Rules

    For cases created manually, routing rule should be applied manually.

    For cases created by some sort of automation (workflow / process/ some other way), routing rule is applied automatically.

    If you want the case to be assigned automatically in all the scenarios, then you need to create a background workflow.

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