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Default mail queue workspace rule being overwritten

Accepted answer
edited Oct 30, 2019 10:49PM in Agent Desktop 9 comments


setting a default queue via workpsce rule is being overwrittent by main business rule


Hello all,

 we have a bunch of workspace rules for  setting a default queue  if the  current user is in a certain profile.

and then setting  the default mailbox if a particular queue is set.

we also have business rules for incoming mail  that sets the mailbox and queue if the mailbox is a certain value.

Issue is that when a user creates a new incident from the console.

  1. the workspace rules fire, thus setting their default queue/mailbox
  2. user then saves the new incident

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