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Hello,
We have been having a problem with few Cases (4) which are visible in a specific Active Cases Queue. We are not sure what's the issue in here. I manually removed the items from the queue and I don't see these items in the queue. However, other users have confirmed they are still able to see these cases in the queue. I confirmed the queues filter criteria which only displays Active Cases and Cases do not have any data in Queue Item details.
Queue item filter:
Case Queue item association shows nothing:
Same thing with all 4 Cases. Not sure what should I do to fix their views.
Please suggest.
Thank you
Harsha
Hi Harsha.D,
The filter in queue item sub-grid that you have shown is likely to be filtering the status of the Queue Item record, not the Case record.
Queue Item is a separate entity, with it's own Status and Status Reason, Queue Item records reference other records via the 'Object' field.
For example: Case is closed but queue item is active, so it can be shown in the queue item sub-grid of the queue form:
So you need change your filter to use a sub entity filter, and remove the filter for the Queue Item itself:
"Object (Case)" > "Status" Equals "Active":
Or you can try to create a workflow to make the Queue Item as Inactive when the related Case becomes resolved.
I am not sure about one thing. I manually removed these Cases from the queue. I don't see these record in my queue, but other users can. Managing the filters of the queue items is an option, but I am not sure why the views for other users didn't update.
It's so strange.
Other users still can view queue items you deleted in related cases?
It may be a cache issue, maybe you can ask them to clear their browser cache and log in with privacy mode.
I personal made sure everyone do that and still they were able to view those records. As we didn't want any changes to the View conditions, I asked them to manually remove these queue items from the queue.
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