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Inbound Email Case Priority

Megan Sheehan

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)

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    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

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    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

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