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Queue item Assigned to User queue when Case is assigned to user

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Posted on by Jerett Crumbley

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I have a situation that is giving me some problems.

When a case is created it fires the routing rules correctly which assigns it to an appropriate queue. We also have an additional workflow set up on Queue Items that fires to set the Object(Case) to a generic System User as the Owner of the case so that the case no longer appears in the creators active cases. This is all that I have told the Work flow to do. However, according to my audit logs it appears that it also updates the Queue Item Queue field and assigns it to the Generic Users queue and takes it out of the appropriate queue that the routing rules have sent it to. Does anyone see what I might be doing wrong here?

The Records fields Change is set to Queue

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Bipin D365 28,964 Super User 2024 Season 1 on at

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RE: Queue item Assigned to User queue when Case is assigned to user

Hi,

Can you please check if Move record to user queue checkbox is unchecked in Entity settings under settings->customization->customize the system->Entity

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Kokulan 18,048 on at

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RE: Queue item Assigned to User queue when Case is assigned to user

Shouldn't your workflow on Queue Item be firing on OnCreate of the queue item record? What field it is set to trigger ?

Check if there are other routing rules as well and I would also check the dependencies of the Queue field of the queue items entity to see if there are other processes updating or triggering on this field?