Setting Assignment Group for CSM case based on recipient email

[roy_walton]

Is there a way to set the assignment group when a new CSM case based on the To email address that was used to create the case? For example, if an external user sends an email to ops1@company.com, I'd like to set the assignment group to ops1 -- if it's sent to ops2@company.com, assign it to ops2.

Seems like this should be pretty straightforward, but I've been digging through the Flow Designer and trying Assignment Rules, and I can't see how to add the logic I need.

[roy_walton · Accepted solution]

If anyone is looking for a solution here, this is the workaround we figured out and are currently using in our dev environment.

We created a custom "Recipients" field in the Case table, and updated the Create Case step in the "Create Case for matched or unmatched user" subflow to write the Recipients from the email to this field. Then we create Assignment Rules in sysrule_assignment that set the Assignment Group based on a string in the custom Recipients field.

Hope that helps someone, let me know if you've come up with a better solution.