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How can submitted tickets come in as 'New'?

Question asked by J.D. Mulliken on Mar 5, 2020
Latest reply on Mar 5, 2020 by Chris Raffle

I am trying to figure out how to accomplish the goal of client portal users being able to submit their cases through a portal and by email to a specific email address.  I have accomplished both of these and have customized the layout and fields that I want to show, however it seems that in order for an email to a 'watched folder' to create a case it must assign it to a team and go by either 'round robin' or 'least busy' and that's not necessarily what I want to do.  I would much prefer the case to come in as 'New' and then I can use BPM logic to then look at the Account module's custom fields for who their Account Manager is and what system they are using.  


We've got a spread of about 20 client facing operations users split across two platforms, Ideally I'd like to use the same email address for both.  When a client puts in a ticket I'd like it to assign to the Account Manager and then if they dont get to it in a period of time, i'd like it to go back to a 'team queue' so that someone else familiar could pick it up.  If nothing happens for a period of time I'd like to have a notification go to a manager, seems pretty easy, but I've been running up against walls as I try to implement this.  I even tried Business Centers, but I think I went down the wrong path there... 


A bit about our instance, we're on 9.3 Sell and Serve licensing using SugarOnDemand.  Any help or thoughts on how to accomplish this or a similar workflow would be greatly appreicated.  Thanks in advance, JDM