Email that creates Case and is assigned to a Queue

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Posted on by Community Member Microsoft Employee

Hello,

I have created a queue in dynamics to auto create cases. When I sent an email in Outlook it creates a case to the mailbox just fine, however the case is not assigned to the queue. How can I set it to where when an email is sent to the queue and it creates a case it also stays in the queue

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Community Member Microsoft Employee on at

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RE: Email that creates Case and is assigned to a Queue

That worked however It was create a new row rather than create a new record.
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Community Member Microsoft Employee on at

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RE: Email that creates Case and is assigned to a Queue

Hi codemonger,

The Screen for Record Creation and Update Rule is newest version, if you want to add your own steps, you need add then in the flow.

As you screenshot shown, don’t create two rules, one rule is ok.

Clicking ‘Save and open Power Automate’ to open flow.

In create case step,there is no need to change any settings.

you just add one 'create a new record' step to create queue item.

Save the flow and rule item and Record Creation and Update Rule, then active the rule to test again.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
Community Member Microsoft Employee on at

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RE: Email that creates Case and is assigned to a Queue

Ok maybe this is the issue. My Screen for Record Creation and Update Rule does not look like that. I dont see where I can specify other actions when I am under Record Creation and Update Rule Item page.
Community Member Microsoft Employee on at

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RE: Email that creates Case and is assigned to a Queue

Hi codemonger,

The screenshot that Nishkarsh provided above is in the Record Creation and Update Rule Item page.

The full page just like following screenshot:

Then the new case that created from email will appear in the specific queue, but email that sent to the queue will removed from the queue, which means that only one queue item that type is case.

Testing:

(1)send one email to queue 'support1'.

(2)In Queue, only one queue item, and it is from case.

But i found that email queue item not deleted from the support1 queue, it just changed to inactive status, and queue item sub-grid view only show active records, so make us just see only one queue item from case.

So if you want to view queue item from email in the queue, you need remove status criteria from the 'items i am working on' view.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
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Nishkarsh Vaish 335 on at

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RE: Email that creates Case and is assigned to a Queue

In same screen you will find said option.

Thanks
Community Member Microsoft Employee on at

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RE: Email that creates Case and is assigned to a Queue

Is that screen within the Record Creation and Update Rule Item or somewhere else? The reason I ask is because if the email is sent to the Queue email then I want the newly created case assigned to the Queue on the email
Community Member Microsoft Employee on at

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RE: Email that creates Case and is assigned to a Queue

Nishkarsh Vaish is that within the Record Creation and Update Rule Item or somewhere else like Flow? In the end I am wanting that if the email is sent to the Queue email then I want the newly created case to be assigned to that specific Queue
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Nishkarsh Vaish 335 on at

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RE: Email that creates Case and is assigned to a Queue

Hi

By design, the Automatic Record Creation and Update Rules in Dynamics 365 will automatically deactivate the EMAIL's Queue Item during the CASE creation process. After the CASE is created, you will need to define additional rules to decide what the next ACTION should be. This provides the user with the flexibility to choose a different path for the CASE, if they desired. In your scenario, you would simply SPECIFY OTHER ACTIONS to Create the Queue Item:

Map the Queue and the New Case created as the Queue Item accordingly:

Once activated, you should now see the CASE appear in the defined queue, in place of the EMAIL.

Thanks