Creating a Case via Inbound Action

[Karen16]

Hi,

We're in the middle of implementing HRSD.  We are creating inbound actions for several of our groups.  If I create an inbound action, set it up for a specific COE table, directly assign the HR_Service and specific assignment group, am I by-passing any logic which HR Service provides?  I'd like to be sure I'm setting this up properly.

Thanks,
Karen

[sachin_namjoshi]

You are in right direction.

There are OOB inbound email actions also which you should take a look for your reference.

Regards,

Sachin

[Susan Britt · Accepted solution]

You are not by-passing anything with creating the Inbound Action on the correct COE table and setting the HR Service.  If you have Assignment Rule defined based on the service (or COE), you would not need to set the Assignment Group in the Inbound Action.

[Karen16]

Hi,

Some of our record producers (tied to the HR Service) have workflow associated with them.  By assigning the HR Service directly to the case, would the workflow still work?

Thanks,
Karen

[Susan Britt]

Yes, the workflows will still run as expected.  Same concept if creating on Lifecycle Events, those activities will still run also once the case is created - as long as all the starting conditions are met.  For example:  If it's waiting on the HR Case "State" value to be Ready and not in Draft.