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Move the email to a different queue after it is converted to case by the CSR user RRS feed

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    I need to Move the email to a different queue after it is converted to case by the CSR user and i also need to hide the Menu item convert to case as well subsequent to it's conversion...How am i supposed to go about with it? Plz help
    • Moved by Mathias Schiffer Tuesday, June 9, 2009 12:14 PM English Language Post (From:Microsoft Dynamics CRM)
    Tuesday, June 9, 2009 10:34 AM

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    I though you might be able to setup a workflow so that when the regarding is changed is changed, it checks to see if the direction was incoming and teh Regarding (Case) contains data, then assign it to your other queue, but that would cause a problem because you would catch too much.

    Then I found out that the modifiedon and case's createdon are pretty close to each other... so you could do...

    if Regarding (Case):Case contains data AND [E-mail:Direction equals [Incoming] AND [Regarding (Case):Created On on or after [ Minutes: 3 Before E-mail:Modified On] AND [Regarding (Case):Created On on or before [ Minutes: 3 After E-mail:Modified On]]]]

    Then: Assign to XYZ

    That will allow you to do it with workflow.

    Friday, October 2, 2009 12:37 AM