Configuration values used by automation
Environment variables let administrators change deployment-specific values without editing flows or code. Dove365 Support uses them to identify the default support queue, support mailbox, and other tenant-specific configuration.
Set the default support intake queue
The default queue is used by mailbox triage, available-to-pick dashboard logic, and queue-based intake reporting.
- Open the Queue record that should receive new support work.
- Copy the Queue GUID from the record URL.
- Set
dove365_DefaultQueueGUIDto that value. - Run
Configure Default Queuemanually. - Send a controlled test email and confirm the Case enters the expected queue.
Validation checks
Configure mailbox triage
The support mailbox value identifies the mailbox monitored by the intake automation. It should match the mailbox that receives customer support requests.
Confirm the mailbox exists
The mailbox should be active in Microsoft 365 and available to the connection used by the triage flow.
Confirm connections are signed in
Both Outlook and Dataverse connection references need to be authenticated before triage can create Cases.
Test with a controlled email
Use a known test message so you can confirm sender, subject, body, Case creation, and Queue Item placement.
Common configuration issues
Cases are not entering a queue
Check the default queue GUID, confirm the Configure Default Queue flow has run, and verify the queue is active.
Email triage is not creating Cases
Check the support mailbox address, Outlook connection, Dataverse connection, and flow run history.
Dashboard counts look wrong
Confirm Queue Items point to active Dove365 Cases and that the default queue value matches the intended intake queue.