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Hi,
I found that a case can be added to queue in 2 ways using a system workflow - "AddtoQueue" OOB action and "Create - QueueItem".
Can any one explain me the difference between them.
Hi Priya,
Functionality-wise it is pretty much the same.
However, when an item is moved for the first time to a queue then both AddtoQueue and Create get triggered.
If you are moving an item from one queue to another then only AddToQueue is triggered.
Thanks,
Prateek
Hi Prateek
Is any background check performed for existing queue item for a particular case if i give "create queue item" in workflow?
And if exists is that automatically triggering "AddtoQueue"?
There is no specific 'background' check - the only one is that you cannot put the same record in the queue twice.
However, you can always write your custom checks.
Yes, AddToQueue is triggered when a queue item is created.
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