When a previously closed case is re-opened, we would like the case to get pushed to the existing case owner in the same way a new case does. They key here is getting a notification through Omni-Channel so that the agent doesn't have to remember to go back to their personal queue and check for re-opened cases.
Simply re-opening a case does not invoke a notification. Changing the owner to a non-omnichannel queue and then re-assigning back to the original owner does not invoke a notification either. Re-opening the case and assigning to an omni-channel queue does cause a notification....however, we want the case to stay with the currently assigned owner/agent, not to get re-assigned.
We are happy to use any combination of workflow and apex to invoke the notification.
