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Hey All,
I am working on a workflow that will populate the Case record (Queue lookup field) with the Queue name that the Case is added to. I have that functionality working, but I am running into an issue when it comes to clearing the Queue on the Case when the Queue Items record is deleted, removed, or picked (and removed from the Queue).
I am not sure how to specify logic in the workflow that will allow me to use these OOB actions (Delete, Remove, Pick) as a Check Condition. Ideally, I'd say something like "If Queue Items is 'Remove/Delete/Pick', then clear the Queue lookup field on Case".
I'm wondering if anyone can point me in the right direction here. Thank you!
Hi Ras13j,
As you mentioned, “not sure how to specify logic in the workflow that will allow me to use these OOB actions (Delete, Remove, Pick) as a Check Condition.”
Not using condition in the workflow, there is many OOB triggers in the workflow, you can use them to achieve goals:
Workflow processes | Microsoft Docs
Options in Start When section can specify when a workflow should start automatically.
1.When you pick a queue item and select No for ‘Also remove the item(s) from the Queue’, ‘Work By’ field will change.
You need select trigger-- Record Field Changes (Work By)
2.When you pick a queue item and select Yes for ‘Also remove the item(s) from the Queue’, or Remove/Delete queue items, queue items will be deleted.
You need select trigger -- Record is Deleted
Then you can update related case to clear queue lookup field through adding 'Update Record' step.
Regards,
Leah Ju
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