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Previous case owner in queue is not updating while reouting the queue

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Posted on by CU09061655-0

1..First I have created the case with round robin . Now it's assigned with a queue and a case owner.. step 1

2.. Then I have changed the case owner . Step 2

3 . Now rerouting to another queue . Now the case have been re routed to another queue.. step 3

Now the rerouted queue have case owner and queue

Them have checked whole clicking change case owner .. The current case owner is correct but the previous case owner is not changed its still step 1 case owner .

But it's should be step 2 case owner because I have changed it

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Dynamics 365 Customer Service

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Tom_Gioielli 1,682 on at

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Previous case owner in queue is not updating while reouting the queue

From what I can recall, the "Last Worked On" field is really focused on the queue functionality. The idea is that it is tracking the owners or who grabbed the item last from a queue for a sense of history. From what you are describing, it looks like it is almost limited to just changes made through the queue system.

If last case owner is important, you are probably best off creating a custom field and tracking it that way. This will allow you to fully control what the field is populated with and when, even outside of the queue process.

Create a new lookup field to the user table

Create a real-time workflow, and set it to run prior to record ownership changes

Update the custom field with the owner value prior to the save event with a new owner finishing

All told, it should take less than an hour to do the above and test it. I don't recommend using Cloud Flows for this feature, as those can only run in the background and so you can't capture the 'prior' owner field before the new owner change is committed (just to save you running into headaches if you try it that way).

Hope this helps, best of luck on your requirement!
CU09061655-0 2 on at

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Previous case owner in queue is not updating while reouting the queue

Hello .

I have checked the audit history it's not updating the old values . An i have a process flow . Still the issue remains the same .

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Holly Huffman 6,212 on at

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Previous case owner in queue is not updating while reouting the queue

Good morning, afternoon, or evening—depending on where you are in the world!
Hope you're doing well.

Thanks for your question about the issue where the previous case owner is not updating correctly after rerouting a case to a new queue in Dynamics 365. Based on your steps and the behavior you're seeing, here's what’s happening and what you can do about it:

What’s Happening
When a case is created and assigned via round robin (Step 1), Dynamics 365 logs the initial owner. If you manually change the owner (Step 2), that new owner becomes the current owner. However, when you reroute the case to another queue (Step 3), the system may still retain the original owner (from Step 1) in the “Previous Owner” field—even though the current owner is correct.
This behavior has been confirmed by other users and appears to be a limitation or oversight in how the “Previous Owner” field is updated during queue rerouting.

Why It Happens
The “Previous Owner” field is not dynamically updated with every ownership change. Instead, it’s often tied to the initial assignment or the last automated routing action. Manual changes to the owner may not trigger an update to this field unless explicitly handled via a plugin or workflow.

What You Can Do

Audit History: Use the audit history on the case record to confirm the actual ownership changes. This will show the correct sequence of owner updates even if the “Previous Owner” field doesn’t reflect it.

Custom Workflow or Plugin: If tracking the true previous owner is critical, consider creating a custom plugin or Power Automate flow that:

Captures the current owner before any reassignment

Stores it in a custom field (e.g., “Last Manual Owner”)

Submit Feedback: This behavior is not well-documented and may be worth raising with Microsoft support or submitting as a product feedback item.

Note: I collaborated with AI to help craft this response and ensure it’s as accurate and helpful as possible.
Hope this helps some!