Send email notification to queue members when case is assigned to a queue

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Posted on by Danish365

So, based on the SLA of Account the case is assigned to Tier-1, Tier-2 or Tier-3 Queue (this part is done). When a case is assigned to a queue I would like to notify the queue members so they can go and pick the case.

Please help me with this use case,

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Madalina Toma on at

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Hi Danish,

Thank you for contacting community support.

The functionality you are looking for can be achieved with an Workflow or a plugin.

Regarding the logic behind it, what I'm thinking is the following:

-for workflow you can trigger an workflow on the update of the case owner in order to send based on certain conditions an email to Tier 1, 2 or 3

- in plugin you have a lot more to work with, you will have to trigger a plugin on ideally post-operation for the case update owner where you will define your own logic, however what you need to keep in mind, ideally I will recommend plugin for this scenario because you have more control, you can add a certain text for each team, you can perform send actions and so on.

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Madalina Toma
Support Engineer
Microsoft Dynamics 365

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