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63We are encountering an issue when working with Queues and Automatic Record Creation (ARC) rules.
We currently have a Queue that converts incoming emails into Cases. However, there's a specific internal email address that must be excluded from Case creation. The problem arises when the out-of-the-box ARC rule processes such an email, then it deactivates the item without any further action, effectively making it unworkable within the Queue.
We have attempted several approaches to keep both successfully created Cases and excluded emails visible and manageable within the Queue, including:
(Result: Generates another inactive queue item)
3. Modifying the Queue view to show inactive items
(Limitation: Inactive queue items cannot be worked on. Error: “You can't work on a queue item that has been deactivated.”)
We’ve come across a few articles that describe this exact behavior, but none seem to offer a practical resolution.
Have came across suggestion implementing a custom workflow to handle Case creation logic and avoid these side effects. While that may be possible, we’d like to understand whether it’s a sustainable and recommended approach.
Could you please advise if there are any existing or supported solutions to this issue?
Thank you in advance for your guidance.
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