?
Solved

Assign CRM service cases to a 'queue' automatically

Posted on 2007-10-01
3
Medium Priority
?
1,069 Views
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 ?

0
Comment
Question by:j4jack
  • 2
3 Comments
 
LVL 8

Expert Comment

by:rfgkev
ID: 19996565
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.
0
 
LVL 1

Author Comment

by:j4jack
ID: 19997132
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 :(
0
 
LVL 8

Accepted Solution

by:
rfgkev earned 1500 total points
ID: 20012197
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 To...select 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)
0

Featured Post

Get expert help—faster!

Need expert help—fast? Use the Help Bell for personalized assistance getting answers to your important questions.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Note: You must have administrative privileges in order to create/edit Roles. Salesforce.com (http://www.salesforce.com/) (SFDC) is a cloud-based customer relationship management (CRM) system. It is a database most commonly used by sales and marke…
"Disruption" is the most feared word for C-level executives these days. They agonize over their industry being disturbed by another player - most likely by startups.
With just a little bit of  SQL and VBA, many doors open to cool things like synchronize a list box to display data relevant to other information on a form.  If you have never written code or looked at an SQL statement before, no problem! ...  give i…
How can you see what you are working on when you want to see it while you to save a copy? Add a "Save As" icon to the Quick Access Toolbar, or QAT. That way, when you save a copy of a query, form, report, or other object you are modifying, you…
Suggested Courses

579 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question