Case Assignment

Oct 6, 2008 at 2:29 PM

Just a quick question:

I want to develop a solution that sends a notification email to the Queue email-address when a case is assigned to this Queue (not when it is created).

Is it possible to do it with this tool, also?

Thank you a lot for this fantastic tool.

Best Regards,
Alexandra Ribeiro
Oct 7, 2008 at 6:39 PM

Can't be done using CRM Queue Manager. I believe this is tricky to do using the built in workflow editor as well. It's not easy to figure out which queue a case/e-mail exists in and you can't do much as queue item doesn't exists as a entity for workflows. You could set a attribute using CRM Queue Manager (see settings) which you could base a workflow on. E.g. create an attribute on Incident called QueueMail or something and set that attribute to the e-mail address of the queue. Then create a workflow "when case is assigned and QueueMail is not empty then send e-mail to QueueMail". Feels like a strange thing to do, though. Why would you like an e-mail to the same queue? A new case would be created for this e-mail as well (if you are using CRM Queue Manager) and will cause an endless loop.

Oct 8, 2008 at 8:01 AM

Thanks for your answer. The reason of this requirement is because users want to receive an alert (by email) of new cases on the Queue (queue email address would be a distribution list address) so that they didn't have to check Queues every minute and see if there are new cases to solve.

To avoid that loop you are talking about, maybe we will try to look directly to the QueueItem table on CRM database and check for new rows every x minutes and send an email to Queue address...

Thank you, again!

Best Regards,
Oct 9, 2008 at 5:57 PM
You can set casenotification-to to a distribution list in the config file to notify people internally.