Default Queue and Mailbox Intake Guide

How support work enters the system

Dove365 Support separates the Case from the Queue Item. The Case stores the support issue. The Queue Item controls which queue owns the work and who is actively working it.

Email or manual Case creation
Cases can be created manually by a user or automatically from the support mailbox triage flow.
Default queue placement
New email-created Cases are added to the configured default support queue as Queue Items.
Pickup and ownership
When a user picks work, the Queue Item Worked By value is set and the item appears in that user’s work lists.

Run Configure Default Queue

Create or identify the default intake queue.
Copy the queue GUID.
Set dove365_DefaultQueueGUID.
Run Configure Default Queue manually after import or after changing the queue.
Confirm the flow completes successfully.

If the default queue is wrong, email-created Cases and available-to-pick dashboard counts will be wrong.

Dove365 Support configure default queue flow

Validate support mailbox automation

Mailbox address

Confirm the monitored mailbox is the mailbox customers use for support requests.
Connection references

Confirm Outlook and Dataverse connections are authenticated and owned by the intended service account or administrator.
Flow run history

Review successful and failed runs after testing. Failures usually indicate mailbox, connection, permission, or queue configuration issues.
Case and Queue Item records

Confirm the email creates a Dove365 Support Case and a Queue Item in the default queue.

What admins should confirm

Area	Expected result
Default queue	The configured queue exists, is active, and is accessible to support users or teams.
Email triage	New support emails create Cases and Queue Items without manual intervention.
Release from the boards	Releasing a Case on the Kanban Board or Queue Workload Board returns the Queue Item to this queue and clears `Worked By`. Release fails outright if `dove365_DefaultQueueGUID` is missing or stale.
Board visibility	The default queue is always loaded by both boards, so unassigned triage work is visible even to users who are not members of it.
Worked By	Picked queue work is assigned to the user actively working the item.
Dashboards	Available-to-pick and open-case counts reflect the configured queue and active support records.