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Hello all,
due to a Microsoft update it now shows us in the entity "Case" under the action bar command "Add to Queue" the current queue of the case as default:
Previously there was no queue selected here by default.
Can anyone tell me how to get the default value out here or if this is hard coded?
Thanks a lot in advance.
Hi partner,
Hope you are well.
After updating to 2023 release wave 1, I find that there is no queue be added by default in Queue column of Case entity in my app.
You can go to Queues under Service, select the queue which be added by default, click Case that you want to remove the default queue value and then select Remove. After that, the value will be removed from the queue of Case entity.
Please check these settings in your environment, which will lead to value be added in Queue column automatedly:
1. Check if enable Automatically move records to the owner's default queue when a record is created or assigned feature in Case entity.
2. Check if create a routing rule to make cases add to queue automatedly.
Here is a reference link:Automatically Route Cases to a Queue - Carl de Souza
3. Check if create workflow or Power automate flow to make cases add to queue automatedly.
Best Regards,
Sayen Zhang
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