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

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)