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Automatically Assign an Email fron a Queue

Posted on 2010-03-24
Medium Priority
Last Modified: 2013-11-24
I have a queue set up for my Service department that all emails sent to support@companyname.co.uk go to.

When an email comes in regarding an existing case it has the CRM Tracking number on it. Is there a way to automatically assign this email to the engineer who owns the regarding case, therefore removing it from the main Queue into their individual Queue? If not is there a way to get a notification to the engineer that the email has arrived?

I would assume workflows but I can't see how to do it as there is no link from an email to a queue that I can find.
Question by:stacko111
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LVL 30

Expert Comment

by:Feridun Kadir
ID: 28476800
I would use workflow based on e-mails.

You want to do something when e-mails arrive, so the workflow trigger should be the create event.  I don't think you can test if the e-mail is assigned to a queue but you could test the To: address of the e-mail to see if it is the queue. So you will catch all e-mails sent to your service queue.  

Then you can use workflow to assign the e-mail to someone and/or send an e-mail to let the engineer know that the e-mail has arrived.

Author Comment

ID: 28704373
Hi feridun, good answer - I've put it into practice however I'm getting stuck when trying to change the owner. I have my workflow set up to update the Email Duration, Due Date and Owner.

The workflow updates Email Duration and Due Date but can't seem to update the Owner. I think this may be something to do with the email having a status of Received and the Owner field being locked down.

Any ideas?
LVL 30

Accepted Solution

Feridun Kadir earned 2000 total points
ID: 28704842
Did you try using the Assign action in workflow to change the owner rather than update the field?

I have a feeling you change the owner for received e-mails but not sent ones.


Author Closing Comment

ID: 31706578
Simple but effective solution!

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