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Problem with Queues and Workflows RRS feed

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    Hi guys,

    I hope somebody can assist me...

    I have setup email to case creation using a support queue. This works great but for some reason the cases being created don't get added under the support queue. The incoming mail on the queue is setup correctly and the email to case setting is setup for the support queue.

    Then I would also like to setup a workflow rule that would add all manual created cases to the support queue so that support can then manually assign cases to other queues. Then a workflow to send emails to clients on manual case creations and case closures. I played around with workflows but couldn't get any where close to accomplishing this. Would this be possible?



    Tuesday, November 24, 2015 3:16 PM

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    I managed to setup workflows which sends emails but I still cannot get my cases to go to our support queue.
    Wednesday, November 25, 2015 2:32 PM
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    Hi,

    To automatically put case in queue you just make a workflow that runs on the case when something happens (create for example). Then add a step that creates a queue item pointing to the case and the queue.

    Regards

    Rickard Norström Developer CRM-Konsulterna
    http://www.crmkonsulterna.se
    Swedish Dynamics CRM Forum: http://www.crmforum.se
    My Blog: http://rickardnorstrom.blogspot.se

    Wednesday, November 25, 2015 2:42 PM
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    Hi Rickard,

    Thank you for the reply. I did try that but can't find a condition that matches. There is an assign condition but it only gives me the option to assign to Team or User and not Queues.

    Wednesday, November 25, 2015 2:51 PM
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    Hi,

    You don't want to do an assign, that changes the owner. Create a new object and choose queue item and set queue and regarding object on the queue item

    Regards

    Rickard Norström Developer CRM-Konsulterna
    http://www.crmkonsulterna.se
    Swedish Dynamics CRM Forum: http://www.crmforum.se
    My Blog: http://rickardnorstrom.blogspot.se

    Wednesday, November 25, 2015 3:28 PM
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    Hi Rickard,

    I have created a new workflow with the Entity as "Queue Item". I then added a step to update the "Queue Item" and clicked on "Set Properties" but "Queue" is then grayed-out so I am unable to set the Queue there. Not sure if this is what you meant.

    Thursday, November 26, 2015 8:26 AM
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    Hi,

    You probably want the workflow to run on the case, some sort of change there and when that happens, create a queue item that is set to the case and the queue you want it in.

    Regards

    Rickard Norström Developer CRM-Konsulterna
    http://www.crmkonsulterna.se
    Swedish Dynamics CRM Forum: http://www.crmforum.se
    My Blog: http://rickardnorstrom.blogspot.se

    • Marked as answer by johnslippers Thursday, November 26, 2015 9:30 AM
    Thursday, November 26, 2015 8:32 AM
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    Hi,

    What version of MS CRM are you using. If it is MS CRM 2015, then you first create a queue and configure the incoming email address. Once this is done, approve the email and then run the test and enable to verify that the mailbox works for incoming and outgoing emails. Once the mailbox are configured successfully. Go to the queue record and define a record creation and update rule.

    In the record creation and update rule, you can define the email to case conversion conditions and values to be populated. Any emails coming to the queue email will automatically create as a case in the queue.

    In addition you can also define a routing rule, which can explicitly route the case to the support queue.

    I hope this will address your issue. Please let me know if you need any more help.

    Please mark this as answer if it worked for you..


    Thursday, November 26, 2015 9:03 AM
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    Hi Rickard,

    I managed to get this working. I created an "Queue Item" as you suggested and it is working now.

    Just to explain what I exactly did:
    -I created a Workflow for Entity Case
    -I then added a condition to Create a record and set it to Que Item
    -In the properties I set my queue and had to enter "{Case(Case)} under the Queue Item.

    Thank you for pointing me in the right direction.

    Thursday, November 26, 2015 9:30 AM