New Case without assigned user

đź’¬ General Discussion
1

Hi,

I’m using the SuiteCRM-7.11.17 on CentOS 7.8 with Apache v2.4.6, php v7.2.34 and Mysql v5.6.49.

Is it possible, for each email account configured, to assign a case to a team but to no user on that team?
Example:
email: test@test
TEAM: TEAM_test
User1 belongs to TEAM_test
User2 belongs to TEAM_test

Email sent to the account test@test, case generated automatically and attributed to TEAM_test. But without any specific user.

With the options of round_robin or least_busy, it is always assigned to a user of TEAM_test. But the goal was to be without an assigned user.
It’s possible?

Thanks,
Best regards.

2

Hey,

I don’t know if its possible through the AOP or Inbound settings, but you should be able to do something close to it via Workflow

Perhaps something like this, would work?:

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If you change the Condition’s Value from “Testing Group” to the TEAM_test group’s Name,
The CRM should import Cases, Assign the TEAM_test Group, and then the Workflow will remove the Assigned User
(But the Security Group will still be associated to the case)


Is this something like what you’d want to see?

1 Like
3

Yes, thanks for your answer.
It is a possible solution. The idea would be to be automatic in creating the case, and not something in parallel. But it is a way to solve my problem.
Thanks.