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How do I create workflow that send email when the case is assigned to queue

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Posted on by soro

Greetings;

I have workflows that send email alerts when new case is created and and the case is assigned to a technician. I have different Queues and i want to create a workflow process that send email alert when a case is added/assigned to a queue.

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RE: How do I create workflow that send email when the case is assigned to queue

Hi Partner,

Has the problem been solved? Any updates?

Please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

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RE: How do I create workflow that send email when the case is assigned to queue

Hi soro,

When a new created case is assigned to one queue, a new queue item will be created and associated with the queue, so you need go Settings > Process to create a workflow in queue item entity.

However, when i set workflow as following screenshot, the workflow is not triggered when i create a new case:

Then I find that the new case has assigned to one default queue (<Demo User>) automatically after creating new case, which means that you can't just set the trigger to the creation of queue item entity, you also need to set it to trigger this workflow when queue field of queue item entity changes.

So i added 'Record field change' trigger to the workflow as following screenshot, it can work.

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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dian74 2,475 Most Valuable Professional on at

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RE: How do I create workflow that send email when the case is assigned to queue

When an item is assigned to a queue, a queue item record is created. I would fire the workflow on the creation of a queue item. You can filter on the queue it's in.

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