When an unhappy path scenario happens the QueueItem gets deactivated, hiding the Case from the Queue and ultimately having a customer impact for not meeting SLA for the Case.
The ask is a ability within the Auto Case Creation setup screen to be able to configure the QueueItem to not automatically deactivate and therefore the Auto Case Creation and Update Rules can be configured to explicitly deactivate/remove the QueueItem from the queue.
Regards,
David Small
Comments
This is one of the options stopping us from utilizing this function right now, if conditions are not met for record creation we want to keep the "original" queue item. - You have my vote
Category: Automatic Record Creation
Would be better if this could be a configurable settings working based on the workflow like engine. That way, we can set the conditions when the queueitem should be deactivated.
Category: Automatic Record Creation
Great idea David, I agree this would make the feature much more useful. It would also be valuable to be able to consider the record type of the email sender, and to be able to trigger the rules for more email enabled entities than just Account and Contact (like User).
Category: Automatic Record Creation
Administrator on 3/27/2024 8:41:14 AM
Thank you for your feedback.
We are reviewing this currently. Please keep voting for us to consider it.
Sincerely,
PM, Microsoft.