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Hi,
We have one Record Creation and Update rule on a specific Email queue for automatic Case Creation. This is working fine for E-Mails that are created directly within that queue.
We want to establish a scenario on top of that for E-Mails that where initially not created in that queue but which are in Dynamics already (i.e. through other queue or similar), i.e. we want to assign this specific other E-Mail activities to the same queue (e.g. by using "Assign to Queue" from E-Mail activity form) and also would like to have a case automatically being created based on Record Creation and Update rules, this does not seem to work.
What is the trigger for "Record Creation and Update rules"? Is it really only the creation of the E-Mail activity, not the assignment as a queue item?
What can be done to achieve what we want to achieve here?
thanks
Hi partner,
"Record Creation and Update rules" is just for email that created directly within that queue.
You can use workflow/flow to create case automatically when you click ‘add to queue’ button to the queue you need.
And you can set email regarding field with the id of the case that just created.
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