Round-robin case management.

**shivhare** · 2006-08-16, 07:15 AM

Hi All,
I am new to SugarCRM and would appreciate your help with this particular problem.

I have successfully installed and configured SugarCRM 4.2.1a on my Red Hat Linux 9.0.How can I enable a round-robin mail flow ie if a cutomer logs a case/call,then one of my user should get the mail and then another user should get the second mail for the second case?
I created a common account called sugar@example.com and three users called user1,user2 and user3.Now when I send a mail from my external account to sugar@example.com,the user who clicks on the check mail option gets the mail.This happens for every mail that I send.I want the mail flow to be in a round-robin manner.Is there any option which I have to enable?l
Kindly help me with this.

Thanks&Regards,
M. Shivhare.

**duwamish** · 2006-08-16, 07:28 AM

Hey Shivhare,

there is a functionality tha tis called Round Robin, but in the standard version you have to start it by hand. You can find it, when you go to the Group Inbox and there is the "Using Rules" Drop Down field.

If you need automation, you have to use the scheduler to run cron jobs, which can do the work for you.

Regards,
Mirco

**shivhare** · 2006-08-16, 07:45 AM

Hi,
Thanks a lot for your prompt reply.Do I need to login by admin and then go to the Group Inbox and enable the round-robin option?I went there logging as admin but could not select the users for whom I want to enable this option even though I can see the users.

Regards,
M.Shivhare.

**duwamish** · 2006-08-16, 07:53 AM

Sorry it's not that easy,

you will find the Round Robin function under the tap "email/group Inbox". Like I told you, it's not just setting a checkbox, you have to do some programming for automation with cron jobs.

Regards,
Mirco