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CRM 4.0 - workflow to assign an email to a queue RRS feed

  • Question

  • Hi all, any help appreciated.

    What I want is:

    1. 3rd party comapny emails designated mailbox, which fires workflow to create a case(DONE)

    2. Case is assigned if the email subject matches a predefined list, and assigns the case to a queue

    3. notification email fires to alert the case owner

     

    Note that the Case owner may not be an individual, it may be a group mailbox etc, which is why I am trying to use the queue functionality.

    The problem with this is that although the case appears in the correct queue, it does not update the case owner field, so I cannot fire a notification email.

     

    Any help appreciated, I think I may be taking the wrong approach completely!

     

    Thanks

    Andy

    Thursday, November 4, 2010 12:19 PM

Answers

  • Perhaps you could create a contact record and email the contact when a case is assigned to a queue, and have a user's email address or a distribution group's email address in the contact record.


    Neil Benson, CRM Addict and MVP at Customery Ltd. You can reach me on LinkedIn or Twitter. Join over 10,000 other CRM professionals on the Microsoft Dynamics CRM group on LinkedIn.

    • Proposed as answer by Jim Glass Jr Friday, November 5, 2010 5:31 PM
    • Marked as answer by Jim Glass Jr Monday, November 8, 2010 4:09 PM
    Friday, November 5, 2010 4:16 PM
    Moderator