Automatically Assign an Email fron a Queue

I have a queue set up for my Service department that all emails sent to 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.
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Feridun KadirPrincipal ConsultantCommented:
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.
stacko111Author Commented:
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?
Feridun KadirPrincipal ConsultantCommented:
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.


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stacko111Author Commented:
Simple but effective solution!
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