Auto Email Assign

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Posted on by Terry A

Hi,

Is there a way, either by workflow, action or other method, to assign a queue item [email in this case] that has a regarding case record listed, to the owner of that regarding case record?

Currently, we can manually assign queue items to individuals to 'Work On' using the Route function. Once an email has been converted to a case, any future incoming email exchange also has to be manually assigned to the case record owner.

Has anyone managed to create a workflow to perform this as an automated process?

Thanks

Terry

Categories:

Case Management

Queues and Routing

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Terry A 95 on at

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RE: Auto Email Assign

Thanks Omar, this worked a treat.

I also added a level to the workflow updating the Queue Item, Worked By field to the OwningUser from the action output.

Thanks again

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Community Member on at

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RE: Auto Email Assign

Hi,

You can create an action to get you the regarding case of an Email as an output parameter, something like this:

then in your workflow that runs on the creation of a queue item, use that action output to get the owner of the case like this

your workflow will look something like this

this will let you workaround the in ability to go multi levels in a relationship. Hope this helps.

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