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Create e-mail notification when new queue item? RRS feed

  • Question

  • Hi.

    Unfortunately the search for this (and all other MS forums it seems) is broken so I haven't been able to figure out if this has been answered before. I'm guessing that it has as it's probably a very common question.

    All I want CRM (4.0) to do is send out an e-mail - custom or pre-formatted - to an e-mail adress, user or contact when an item is assigned to a queue. That is all.

    Unfortunately I haven't been able to figure that out despite fiddling with all kinds of workflow permutations for the past 1,5 hours.

    Can anyone help me with this?

    Thanks in advance!
    Sunday, October 25, 2009 1:59 PM

Answers

  • When items get into a queue, the email router should convert those into email activities.  So I think you need to create an email on the Assign action of an email activity in CRM.  Maybe you need to create some indicator on that email message to identify that message is converted from the queue.

    I could be wrong and please correct me if I am wrong.  I hope this helps.
    Darren Liu | 刘嘉鸿 | MS CRM MVP | English Blog: http://msdynamicscrm-e.blogspot.com | Chinese Blog: http://liudarren.spaces.live.com
    • Marked as answer by Jim Glass Jr Monday, October 26, 2009 5:23 PM
    Monday, October 26, 2009 1:17 PM
    Moderator

All replies

  • When items get into a queue, the email router should convert those into email activities.  So I think you need to create an email on the Assign action of an email activity in CRM.  Maybe you need to create some indicator on that email message to identify that message is converted from the queue.

    I could be wrong and please correct me if I am wrong.  I hope this helps.
    Darren Liu | 刘嘉鸿 | MS CRM MVP | English Blog: http://msdynamicscrm-e.blogspot.com | Chinese Blog: http://liudarren.spaces.live.com
    • Marked as answer by Jim Glass Jr Monday, October 26, 2009 5:23 PM
    Monday, October 26, 2009 1:17 PM
    Moderator
  • I'll take a look at this asap. Thanks!
    Thursday, October 29, 2009 12:44 PM
  • Ok, I'm probably not using workflows correctly (I'm a SharePoint guy so that might confuse me) but I can't get this to work.

    When I create a workflow the first thing I need to do is give it a name and select an entity type. Do I select queue or e-mail here? It seems as if I select queue then all I have to work with is actions and options for queue items, i.e. "do this or that when a queue is created".

    If I select e-mail there is no attribute that allows me to check what queue the e-mail belongs to which makes it impossible to trigger this workflow for e-mails in a given queue only.

    The queue is meant to handle tasks only so I'm not even sure that e-mail is the correct way to go (but tasks does not contain a field connecting it to a queue either).

    One option would be to create a mailbox that's connected to the queue and have our users montor that mailbox but we want to use a specially designed form for tasks in the queue and not fill it with generic e-mails so it's not actually an option in our case.

    If nothing else, can anyone point me towards a good CRM 4 reference, on-line or book format doesn't matter. I need one that's quite technical and focused on solving actual problems (I already know what a workflow is, I need to know how to use them).
    Thursday, October 29, 2009 1:25 PM
  • Hi, 

    The three books wrote by our company would help you. http://www.sonomapartners.com/microsoft-crm-book.aspx

    I think you need to look into creating a custom field. During your assign process, you need to update that custom field to fire the workflow.



    Darren Liu | 刘嘉鸿 | MS CRM MVP | English Blog: http://msdynamicscrm-e.blogspot.com | Chinese Blog: http://liudarren.spaces.live.com
    Thursday, October 29, 2009 1:33 PM
    Moderator
  • The problem is that it's quite redundant to assign a task to the salesdesk queue and set a field in the task to "Salesdesk" to make sure that the correct users gets notified. I should be able to trigger a workflow when an item is assigned to a queue.

    I'll take a look at the books you mention.
    Thursday, October 29, 2009 2:30 PM
  • Another problem with marking a thread as answered is that it might discourage those willing to help from taking a look.

    I still need to know how to do this properly. Has any one got any ideas?
    • Proposed as answer by Matt Mc Monday, February 22, 2010 5:23 AM
    Friday, November 6, 2009 1:24 PM
  • Hi martin,

    i'm trying the same thing currently, and wonder if you set a rule upon email creation, provided all of your emails coming into the queue have a specific subject line (whcih you can ensure if you have them coming from a website submit form) then you can use this subject line as the identifying feature to kick off your workflow

    if you have any other methods, love to hear them

    cheers

    matt

    Monday, February 22, 2010 5:25 AM