Compatibility with Workflow

Jun 30, 2008 at 2:01 AM
First, This is a great tool that fills a real need for us.

We have a very simple workflow rule on our case entity triggered on creation that checks a bit field we call "Creation Notify" which defaults to YES. This is used in an IF statement in the workflow rule to determine if emails should be sent to the case responsible contact.

The rule also always sends an e-mail to the case owner.

When the cases are created with the CRM Queue Manager our workflows are not triggered, no e-mails are sent. Any idea on this?

 

Gary Herbstman
Byte Solutions
 
Coordinator
Jun 30, 2008 at 12:20 PM
That sounds strange, maybe there is a problem with default values and workflow engine. We're using workflow that updates certain fields on creation so it should work with "send e-mail" as well. Can you assign the value of Creation Notify to a text attribute to see that it's correctly set when the workflow runs?

You can also use Queue Manager's templates for notification. You have more control over the HTML being sent. Also, you don't have clog up your CRM database/history with two notification e-mails per case being created. Depends on your requirements, though.