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How can we store the case's original queue when the case's ownership changes?

We want to have views like all cases in queue=X or original-queue=X to also display cases that are actually currently assigned to specific users but still belong to the queue's "topic"

  • Sounds like this is 'information' that you'd probably want to store on the case itself. – Nick Cook Aug 19 '16 at 14:26
  • you mean as a custom field that is not named OriginalQueue but more like Topic? – hotzen Aug 19 '16 at 14:48
  • That sounds very logical – Nick Cook Aug 19 '16 at 15:48
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Maybe a custom field on the case that shows the previous owner. However, I think you would have to populate the field using an apex trigger.

Maybe this can help: Updating Previous Owner field on Case object

If you only want to reference Queues, you may have to add some logic with a list of your existing queues.

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