Automatic Case Created from Emails not getting assigned to specified queue

(0) Share

Report

Posted on by Mohd Tahir

676

I have set one creation rule for a queue, which just creates a case without any condition. The case gets created as well from the email but it doesn't gets assigned to the specified queue. Any suggestion what could be the reason. I just see the newly created cases under Cases, not assigned to the queue I had specified.

*This post is locked for comments

All responses (3)

Answers (1)

Mohd Tahir 676 on at

Like (0)

Report

RE: Automatic Case Created from Emails not getting assigned to specified queue

This is the exact expected answer. A record creation update rule works with a combination of routing rule.
Verified answer

Drew Poggemann 9,079 on at

Like (3)

Report

RE: Automatic Case Created from Emails not getting assigned to specified queue

Hi Mohd,

The case creation rule is tied to a queue from an inbound email. This is the queue it is going to look at to create the cases, it is not the queue that the case is moved to.

You will need to implement a Routing Rule Set to take the case that is created and move to a specific queue after creation. You can create multiple rule items that can look at the fields on the case and apply rule criteria here and then assign it to a queue.

Hope this helps.

Thanks much,
Suggested answer

Nadeeja Bomiriya 6,804 on at

Like (0)

Report

RE: Automatic Case Created from Emails not getting assigned to specified queue

Hi Mohd,

You should be able to add additional steps to add the case to a queue.

Can you please provide a screenshot?

Cheers,

Nadeeja