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In our business CS agents are moving cases manually from queue to queue based on which team / group should further pick up the case. In this scenario we identified slightly different behavior when using the "Route" action on a queue item versus the "Add to queue" action on a case.
Route action on queue item
--> The fact that it is released after moving to another queue is the behavior we like!
Add to queue action on case
--> This is not the behavior we would like to have. When a queue item moves from 1 queue to another it should always clear the worked by field.
1) Is this normal / standard behavior?
2) What are option to overcome this.
Through my test, it is normal / standard behavior.
Route queue items can clear work by field, but 'Add to queue' can't.
If you want to clear work by field when moving queue item from one queue to another, you can try to use workflow to achieve it.
Go Settings > Process to create a workflow on queue item entity.
1.Start when--Record fields change(Queue lookup field)
2.Update queue item(clear work by field):
Save and active the workflow.
Case has added to the queue-support, and it has been picked.
Add the case to another queue-support1:
Wait several minutes and refresh, the work by field is clear:
Thank you very much for the test and proposed solution! The workflow will indeed do the trick but I wanted to be sure that it is a standard behavior.
Have a nice day!
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