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hi all,
I have a requirement where a case should move to a different queue to be actioned by a different team when the status reason field has certain value.
I have tried workflow but cannot set the values of queue item.
Thanks
I was able to create a workflow ( I used title as a field instead of status for this test) using dynamic value of case as object id.
The workflow was successful and I also see queue change in the timeline of the case but when I navigate to the queue it has no queue items.
What could have gone wrong or what am I missing?
Queue has changed to prouct as per timeline:
Queue is empty:
Hi Aarnav,
The queue item's default view in subgrid is "Items I am working on". So please check the queue item meets the following conditions or not:
Hi Steve,
Thanks for you reply.
I updated the flow to set 'Worked By' property (set it to myself) and still having the same issue.
also, I am not able to see status field in 'Update properties' of the queueitem.
Hi all,
Thanks for your replies.
You are right. I updated the queue form to show all related queueItems.
However, the root cause of the issue was queue configuration. The queue I was using had 'Automatic Work distribution' checked.
I have now created new queue without this option checked in and queue items are now visible in the queue.
Thanks for sharing the solution.
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