RE: Create a View for Case(Incident) Entity filtered based on the queue it belongs
Hi Pratiksha,
The case and queue is not relationship directly, but the case and queue item is 1:N relationship and queue item and queue is N:1 relationship, so you need use queue item entity to achieve it.
You can refer following link:
1.Create a custom field called ‘Queue’ in case entity and add it to the view and form you want.
Go to Settings > customization > Customize the system > Entities > case > Fields.
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2.Create a workflow which populates the "Queue" field upon creation of queue item.
(1) Go to Settings > Process to create a new workflow.
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(2) set trigger.
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(3) Add step.
a. Add ‘check condition step’ to only execute the steps if the queue item type field is case.
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b. Add ‘Update record’ to update case entity queue field under the condition.
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c. Add ‘stop workflow’ to stop workflow with ‘canceled’ status if type is not case.
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d.save and active the workflow.
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3.Create a custom view to show cases that assigned to the Queue.
You can set filter with the queue directly.
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Finally, save and publish all customization.
Regards,
Leah Ju
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