Moving cases from queue to queue - Worked by field behavior

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Posted on by Ward010

Hi,

In our business CS agents are moving cases manually from queue to queue based on which team / group should further pick up the case. In this scenario we identified slightly different behavior when using the "Route" action on a queue item versus the "Add to queue" action on a case.

Route action on queue item

Case is created and added to a certain queue.
A user picks the item from the queue, checks it but notices it should be picked up by another team.
The user uses the route button on the queue item and routes it to another queue. The user has not released the queue item.
The case is added to the queue and the worked by field is empty. So new queue item can be picked again.

--> The fact that it is released after moving to another queue is the behavior we like!

Add to queue action on case

Case is created and added to a certain queue.
A user picks the item from the queue, checks it but notices it should be picked up by another team.
The users uses the "Add to queue" button on the case level and select another queue. The user has not released the queue item.
The cases is added to the queue but the worked by field is set to the user that had picked the previous queue item. As a consequence it must be released first in the other queue to be picked again.

--> This is not the behavior we would like to have. When a queue item moves from 1 queue to another it should always clear the worked by field.

My questions:

1) Is this normal / standard behavior?

2) What are option to overcome this.

Kind regards,

Ward

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Haso 2 on at

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Moving cases from queue to queue - Worked by field behavior

Hi Ward010,

We noticed that the Worked By is being emptied after adding a case to another queue via the button 'Add to Queue'.

This is new behavior since a couple of months.

Is this something you noticed as well?

Thank you for your response!
Ward010 65 on at

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RE: Moving cases from queue to queue - Worked by field behavior

Thank you very much for the test and proposed solution! The workflow will indeed do the trick but I wanted to be sure that it is a standard behavior.

Have a nice day!
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Community Member Microsoft Employee on at

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RE: Moving cases from queue to queue - Worked by field behavior

Hi Ward010,

Through my test, it is normal / standard behavior.

Route queue items can clear work by field, but 'Add to queue' can't.

If you want to clear work by field when moving queue item from one queue to another, you can try to use workflow to achieve it.

Go Settings > Process to create a workflow on queue item entity.

1.Start when--Record fields change(Queue lookup field)

2.Update queue item(clear work by field):

Save and active the workflow.

Test:

Case has added to the queue-support, and it has been picked.

Add the case to another queue-support1:

Wait several minutes and refresh, the work by field is clear: