Service | Customer Service, Contact Center, Fie...

Change queue on case satus change

(0) Share

Report

Posted on by Aarnav

125

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

All responses (5)

Answers (0)

Community Member on at

Like (0)

Report

RE: Change queue on case satus change

Hi Aarnav,

Thanks for sharing the solution.
Suggested answer

Aarnav 125 on at

Like (0)

Report

RE: Change queue on case satus change

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.
Aarnav 125 on at

Like (0)

Report

RE: Change queue on case satus change

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.
Suggested answer

Community Member on at

Like (1)

Report

RE: Change queue on case satus change

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:
Suggested answer

Aarnav 125 on at

Like (0)

Report

RE: Change queue on case satus change

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: