How to Route Cases to Queues using Flow and not CRM Workflow

[Rkaur]

Hi,

I am trying to look out for a way to build a flow that can help me to route my cases ( created from incoming emails) to appropriate queues as ddefined in teh system

for email - im using Outlook connector

im able to create cases for an incoming email with defined subject filter

Next, i would want to assign my case to desired queue based on the case type or my defined parameters.

Can you please help identify what is teh connector we can use to achieve teh same.

I was not able to search for anything around queue management using Flow connectors.

i know we can achieve this using standard CRM workflows but how do we do it using Flows ?

[abm]

Hi,

Try using the flow action - Create record - Entity Queue item and set the properties.

Thanks

[abm · Accepted solution]

Hi @Rkaur ,

Please follow the below steps.

First I have created an email message. This message I want to assign to a queue called 'TestQueue'. So my second flow action is get the TestQueue id by using flow action List Record.

Next  Create a new record in Queue Items. Set the object type emails (in your case it is incidents) and Queue id

Let me know how it goes.

If this reply has answered your question or solved your issue, please mark this question as answered. Answered questions helps users in the future who may have the same issue or question quickly find a resolution via search. If you liked my response, please consider giving it a thumbs up.

Thanks

[Rkaur]

HI @abm ,

Thanks for your reply, i have been building around it. but just using CDS connectors instead of Dynamics 365. Im working on a CDS enviroment.  where everything is custom built outside the standard CDM entities. Case is my custom entity here with its entitiy internal name such as "abc_incident" .

So at the last step of creating a new record with entity type as queue item. i provided my object type as "abc_incident" instead of "incidents" or "emails" what you have done.

I get the error "Invalid lookup_type value".. teh available lookup type values are shown below. i entered my custom value.

Please suggest if its looking only for any of the existing look up values and not any custom entry. even though the last lookup enter says "enter a custom value" which i just did but it didnt work.

 "emails" seems to be a valid lookup value. When i compare Dynamics 365 connector for Queue Items entity , i see lot many lookup values with incident being one of them. Looks like its a different set of values for a CDS connector vs D365 connector.

kindly suggest how do i add a entity (case) record to my queue item using CDS connector

[Rkaur]

HI,

i was able to fix the issue by enabling my custom entity for queues.

able to make my use case work - converting an incoimg email to a case and routing it to appropriate queue using Flow

it was a very silly thing but sometimes your mind just wanders..

Thanks

[mpesant]

@Rkaur 

I'm trying to acheve the samething and I'm stuck right there...

I'm trying to get a case inside a specific Queue and once I look using incident object type, it give me error...

if you can share some screenshot, it would be greatly appreciated.

[stevenjna]

This is exactly what I have been looking for.  Thank you very much for posting this.  My Best,  Steven

[SimonNie]

I am using the Action "AddToQueue" that is sitting on the queue entity. It will clean existing queueitems and populate queueitems to the new queue or create new queueitem if it does not exist.

[TheNightHawk]

This is not a good solution, since if the object you are trying to add to the queue already has a queue item the "add row" step will fail.

Is much better to use a "perform bound action" and use the action "Add to Queue" available for the queue entity.

[TheNightHawk]

I think that issue might be caused because the entity is not enabled for queues... Make sure it is enabled and test again.-

[TheNightHawk]

This is definitely a much better solution than the one creating a queue item. Reason for this is when you try to create a queue item on an object that already has a queue item the action fails, while using the "Add to queue" bound action the already existing item is updated with the new queue. That means you don't have to previously evaluate the object and confirm it doesn't have an existing item before performing the create action.