Routing Rules - Prevent the case to be allocated the previous owner

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Hi,

If a case has escalated from one Case Type to another Case Type or changed status, is it possible to create a routing rule and route the case to Queue and at the same time prevent it from being allocated to previous owner that owned the case in the previous status?

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Hi Partner,

You can route the case to Queue based on case type, but you can't prevent case being assigned to previous owner through routing rules.

Maybe you can try to create a workflow to achieve it.

1.Create a custom field in case to store owner field value.

2.Then create a workflow.

Stop workflow with canceedl status when changed owner is same with previous owner.

[KB] Dynamics 365 Workflow Step – Stop Workflow – Succeeded vs Canceled (Cancelled) - background workflow, Dynamics 365, Dynamics CRM, real-time workflow, stop workflow | Dynamics 365 Apps (dyn365apps.com)

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