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CRM 2011 - Moving e-mail out of the Queue RRS feed

  • Question

  • Hi Forum,

    We are on CRM 2011, on-premise with update roll up 18.

    Below is my scenario and problem description:

    We have created a queue with email address support@ourcompany.com for all support related emails.

    Once email comes into this queue, our support person links it with existing customer through regarding lookup.

    At this stage I run the workflow which reads the owner of the regarding customer and assign the email to this owner.(this step is working fine as expected). This workflow is written on E-mail entity and fires on Regarding field change of the email record.

    Problem is, our business wants this email to be automatically removed from the support queue so that it should only sit in the newly assigned owner's queue (at the moment they are manually remove it from support queue.)

    As per my understanding, in CRM 2011 we cannot remove email (queue item) from the queue using workflow.

    There is custom workflow solution which I found thorough Google. (https://mayankp.wordpress.com/2011/10/08/crm-2011-removing-email-from-queue/). I will follow it as a last option but I am just curious If there is any other way of doing this. Most preferably through designer workflow as part of the logic is already implemented in it.

    Thanks for reading.

    -H.Desai

    Wednesday, April 15, 2015 1:03 AM

All replies

  • At this stage I run the workflow which reads the owner of the regarding customer and assign the email to this owner.(this step is working fine as expected). This workflow is written on E-mail entity and fires on Regarding field change of the email record.

    Problem is, our business wants this email to be automatically removed from the support queue so that it should only sit in the newly assigned owner's queue (at the moment they are manually remove it from support queue.)

    If this is where you are creating a queue item which is assigned to your support queue? If yes, you can assign this queue item to the owner of the record rather.

    Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

    Wednesday, April 15, 2015 4:16 AM
  • Hi Abhishek,

    Thanks for the reply.

    I am not creating queue item in workflow. Its get created when email hits the support queue. (Default CRM behaviour).

    -H.Desai

    Thursday, April 16, 2015 9:25 PM
  • Hello H.Desai,

    That's not possible OOB, you may have to write a custom workflow which you have already found.


    Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

    Friday, April 17, 2015 4:28 AM