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ReportI'm testing out the behavior of queues and queue items for routing. With automatic record creation rules, we are converting all incoming emails to a Request record(custom entity). Queue items are also created for each record and added to a generic queue for visibility. We do not have complex routing rules - the functionality we are looking for is to have the custom request be routed to the default queue (ootb private queue) of the 'owner' of the request record. I thought that is what the "Automatically move records to the owner's default queue when a record is created or assigned" checkbox on the entity level was for. So far, it's not working.
I do not want to use a workflow to customize a functionality that may be available ootb. Does that option work for anyone?
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