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How to override business rules to assign incident to new queue

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edited Jun 17, 2020 12:50PM in System Admin and Configuration 3 comments

Summary

How to override business rules to assign incident to new queue

Content

I have requirement that when incident is created from incoming mail to mailbox it should be assigned to Container queue say Queue A.

Based on certain conditions like customer type, language it should be assigned to sub queue B, C like that.

How can I achieve it? Can i trigger it from Fill inbox button or something like that.

I can see that Business rules overrides workspace rules, but can I achieve workspace rule to override business rule.

Business rule to assign incident to Queue A is already defined. I need to achieve 2 nd condition.

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