Unallocated Cases

(0) Share

Report

Posted on by Community Member

Hi All,

Could anyone please help me with finding unallocated cases. I wanted to find cases which were resolved or cancelled & later re-activated. As per CRM any case when re-activated is not assigned to any queue. How can I find out all those cases using fetch.

All responses (6)

Answers (0)

Suggested answer

AlexMcL 8 on at

Like (0)

Report

RE: Unallocated Cases

Hi Divya

I'm assuming you've now got the flow or workflow ok? Let me know if not.

My understanding from what you've said is that a case will be assigned to a queue when it is new, so there will always be a queue items associated with a case.

The difference between the times will tell you whether the case has been assigned to a queue after it was resolved, which is what you want. Or from before the case was resolved.

Please would you mark this as Solved if your questions are now answered.
Community Member on at

Like (0)

Report

RE: Unallocated Cases

Hi Alex,

I have tried your above resolution. However, I am facing little difficulty with this.Could you please help me understand how with the difference of Timestamp in the third field I will get to know whether a case is assigned to any queue or not.
Community Member on at

Like (0)

Report

RE: Unallocated Cases

Hi Alex,

Thank you for the response.

How about using modified on instead of creating second field. Could you please help me with this.
Suggested answer

AlexMcL 8 on at

Like (0)

Report

RE: Unallocated Cases

Hi

Good point, so agreed that a case that's been resolved will have already had a queue item.

My further suggestion is a bit more complicated and involves a combination of three additional fields on the Case:

Firstly a rollup field for the latest created date of a queue item:

Secondly a field for latest date the Case was resolved. This would need to be populated by a Flow or Workflow.

Thirdly, a whole number duration field for the differences between these:

This can then be used in your view.
Community Member on at

Like (0)

Report

RE: Unallocated Cases

Hi Alex,

Thanks for your response.

The fetch mentioned by you will not work for those cases which are re-activated & are not assigned to any queue. It will work only for those cases that are picked & remove from queue. I am looking after a solution to identify all those cases which are re-activated & are not assigned to any queue.
Suggested answer

AlexMcL 8 on at

Like (0)

Report

RE: Unallocated Cases

Hi Divya

There isn't an OOB case status reason for re-activated, but you could potentially add this and include the logic in your business process flow.

However, you could just use the following:

which will find all open cases that aren't in a queue.

Hope this helps.