Assign CRM service cases to a 'queue' automatically

Posted on 2007-10-01
Last Modified: 2013-11-24
I'm using MS CRM 3.0 SBE running on a SBS 2003 box. I need to find a way to create a workflow rule to automatically assign a new service case to a specific 'Queue' based on content. Is there an easy way to do this ?

Question by:j4jack
    LVL 8

    Expert Comment

    depends really what you're checking for. if you're checking a picklist value then it should be pretty straight forward. if you want to check the description text for specific words you're best creating a workflow dll in .net. create a method that takes the description text and returns the id of the queue you want to route it to. or the dll could just do the routing.
    LVL 1

    Author Comment

    Hi rfqkev, it will be a picklist value - basically we have two 'queues', one 'software', the other 'hardware'. so If i pick an item that is 'hardware', i wish to route it to the 'site visit' queue. - Could you describe in detail how to achieve this ? - i'm not much of a .dll person :(
    LVL 8

    Accepted Solution

    in your workflow rule

    create a condition check (if...then...else) on the picklist value
    have a check for each hardware and a seperate one for software

    add an action for the hardware one. Route the hardware queue
    repeat for software

    publish and activate the rule

    (haven't got crm in front of me at the moment so doing it from memory, some things may have slightly different names but should be recognizable)

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