How is assignment on incoming email work?

[heyday]

Hi.

I try to set up a support.group. It automatically assign the case, but always to Administrator.

I can for the life of me not understand how the "round-robin" selects the users it shall "round-robin" about!?

How come it always assign it to "Administrator"?

/Björn

[pdaalder]

hi Bjorn
Did you find an answer? I have similar issue.

I figured out that group folders are the only way to go in Sugar, as personal folders give me to much problems:
1.) No auto import
2.) Currenlty it is not even receiving emails

Group folder does nicely assign the email to the contact, but when you then move the email to a personal folder (other the "My Email") the email is assigned to nobody???

Cheers for your feedback

[sgandhi]

Hi heyday,
When you create a group folder, for PRO/ENT, there is a team you need to select. And round robin works on team members. If you are on CE, then group folders team is user who created group folder and in this case it will be Admin so thats why it eneded up in assigning to Admin.

pdaalder,
When you move an email to personal folder from group folder, email will be assigned to the currently logged in user.

-Samir