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In our org. Omni-channel is set for routing of cases. For Case object trigger is also written. So omni-routing feature assigned a case from the queue to agents, but for that update on ownership of case record, update trigger is not fired.

  • I am facing exactly the same issue for OMNI Channel configuration on a custom object... Did you find a solution or work around for it.. – user5352 Jun 29 '16 at 13:53
  • Hi @user5352, I found that, trigger & workflow rules do not fire for this scenario. These functionalities are restricted by Salesforce. Because when the omni-channel feature was built salesforce people wanted to make sure that their customers didn't run into any recursive loops from workflow rules or apex triggers firing. Please check the link--(help.salesforce.com/apex/…) – Shreekant Sahu Jul 9 '16 at 14:31
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Found that trigger & workflow rules do not fire for any updation by Omni-Channel. These functionalities are restricted by Salesforce. Because when the omni-channel feature was built salesforce people wanted to make sure that their customers didn't run into any recursive loops from workflow rules or apex triggers firing. Please check the link--(https://help.salesforce.com/apex/HTViewSolution?id=000228601&language=en_US)

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