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Hi,
It is possible to have the same case record in several queues?
Thank you!
Octavio
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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.
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