Announcements
No record found.
Hi,
It is possible to have the same case record in several queues?
Thank you!
Octavio
*This post is locked for comments
Hi Octavio,
A record such as an Email activity, a service Case, or any number of other items that can be added to queues should only be in one queue at a time (or in no queue at all) so that only one user or team is responsible for managing that item at a given point in time. That is the purpose of Queues.
OOB i think it is not possible. Better to have another queue defined with those users / teams in it.
It is not possible to have same records in Multiple queues. When you try to add same record in different queue say Queue B which was already added in Queue A earlier, system will override the Queue lookup data on queue item record to Queue B from Queue A.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Congratulations to our 2026 Super Stars!
We are thrilled to have these Champions in our Community!
These are the community rock stars!
Stay up to date on forum activity by subscribing.
