Filter for unassigned Cases

Hi Kristjan Geir Mathiesen,

this might also interest Zac Sprackett as he answeared to this thread some days ago: "Unexpected values found in emails" when upgrading to 8.0 

FYI: Kristján and I discussed this topic separately in Skype and I'm aware the original quetion is about unassigned cases but the issue we have on this is the same.

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In my experience, setting up several queues based on multiple imports from "role based" email inboxes might be tricky and as far as I know can't be done by out of the box abilities.

Let's say we have an international support team with own local email adresses and also a sales department per subsidary. Here we need to set up multiple inbound email records.

The issues we are facing here is the team assignment. If we set up a team per job, the case AND attached email got only those teams set, which means everyone who is not be supposed to be in the assignment group will never see the case or its attached email.

Due to advanced workflows criteria does not have access to teams of a current record or the email module, we can't create workarounds with adv. workflows.

For now the only solution is a logic hook which for sure does the trick but is not a good solution for me as a CRM consultant. 

I would like to see at least the following enhancements which can be build in easily I think:

1. Adding the possibility on "Inbound email" to add a distribution team additionaly to the a teamset for visibility

2. Adding the possibility on "Inbound email" to set a value to the standard "source" dropdown list for flagging the source the case comes from. Not a beautifuly solution but it will work.

3. *Bling bling* solution: have access to all fields incl. custom fields to set on automatic case creation per "inbound email" configuration.

This might be a quick win and would solve alot until a new cases solution will be released in later versions.

Bests

Björn Canales Pfisterer

Technical Support Manager

provalida GmbH

Hi Kristjan Geir Mathiesen,

this might also interest Zac Sprackett as he answeared to this thread some days ago: "Unexpected values found in emails" when upgrading to 8.0 

FYI: Kristján and I discussed this topic separately in Skype and I'm aware the original quetion is about unassigned cases but the issue we have on this is the same.

--

In my experience, setting up several queues based on multiple imports from "role based" email inboxes might be tricky and as far as I know can't be done by out of the box abilities.

Let's say we have an international support team with own local email adresses and also a sales department per subsidary. Here we need to set up multiple inbound email records.

The issues we are facing here is the team assignment. If we set up a team per job, the case AND attached email got only those teams set, which means everyone who is not be supposed to be in the assignment group will never see the case or its attached email.

Due to advanced workflows criteria does not have access to teams of a current record or the email module, we can't create workarounds with adv. workflows.

For now the only solution is a logic hook which for sure does the trick but is not a good solution for me as a CRM consultant. 

I would like to see at least the following enhancements which can be build in easily I think:

1. Adding the possibility on "Inbound email" to add a distribution team additionaly to the a teamset for visibility

2. Adding the possibility on "Inbound email" to set a value to the standard "source" dropdown list for flagging the source the case comes from. Not a beautifuly solution but it will work.

3. *Bling bling* solution: have access to all fields incl. custom fields to set on automatic case creation per "inbound email" configuration.

This might be a quick win and would solve alot until a new cases solution will be released in later versions.

Bests

Björn Canales Pfisterer

Technical Support Manager

provalida GmbH

Thanks Björn Canales Pfisterer for this.

Yes, it would be awesome to be able to tag the Cases in the Inbound Email config - even if it was just a Tag. That would make it possible to identify which Cases came from which Inbound Email handler. Definitely an enhancement request Or allow the advanced workflow to use Teams on the record for criteria

Thanks,

KGM

Anyone else have an idea?

Thanks,

KGM

Hi Kristjan Geir Mathiesen,

The goal as I understand it (please correct me if I have misunderstood):

• Two Inbound Email group accounts create Cases for two distinct groups: sales and techSupport
• The created case will round-robin to all members of the specified team, but self-service is desired.
• sales and techSupport Regular-type users can only see records assigned to a team they are on, so they won't have access to cases or emails not in round-robin assignment to them (distribution vs visibility).
• Advanced Workflow cannot access the Emails module to evaluate fields and make field changes.
• Logic hooks are not the desired solution for some consultants and clients.

I agree that the above goal is not 100% achievable using only features available in the application. A logic hook is needed for at least one simple part of this, as described below.

My brainstorm idea:

1. Create/specify a user to own all new cases for each team. Cases owned by this user are considered unassigned.
2. Create a team for only this one user
3. In the Inbound Email Group Account settings, set this team to the "Assign To Teams" so all cases go to this user.
4. Create an Advanced Workflow Process Definition that appends the appropriate team(s) to the new case so now those other Regular Users can search for and see the cases.
5. (This is the one part the application features cannot currently do) A logic hook fires for the case after step 4, updating the related email's team set to match the Case so now those other Regular Users can see the email(s).
6. Implement the Cases filter on Assigned To equals the user in step 1 so the team can find and self-service assign the cases.

I appreciate that this does not satisfy all of the parameters of the goal as it does use a logic hook, but I hope it is helpful to the discussion.