Inbound Email Case Priority

Hello, we are using the inbound email functionality to create cases automatically. Even though the priority field's default value is set to medium, cases created from the inbound email queue are assigned a priority of high. Is this a bug? Is there a way to change this? (7.5 Enterprise)

0 Alan Beam over 9 years ago

Hi Megan,
There isn't a way to change the priority directly in the Inbound Email configuration, but you should be able to use Workflows to trigger on emails created via Inbound Email and update the Priority field to Medium. You could also do the same thing using logic hooks. I'd suggest creating a new Idea for allowing this to be configured in the Inbound Email configuration (or at least to use the Default value on that field). I hope that helps!
-Alan
0 Megan Sheehan over 9 years ago in reply to Alan Beam

Thanks Alan!
We did end up creating a workflow process to set the priority, and that is working out well. I've also created an Idea for the configuration as you suggested.

Business Analyst

Technology Advisors, Inc.
0 Alex Nassi over 9 years ago in reply to Alan Beam

Hi Megan Sheehan,
I came across Bug #76057 which describes this same issue. It's still being reviewed by engineering, but I added some additional internal notes. I'll follow up with any updates as I get them. Glad to hear you have a workaround in the meantime though!
-Alex