0

Case creation

Where can I possibly find logic which is changing the case owner to the present user to a queue? will it be in trigger or some assignment rules? I have checked with assignment rules it doesn't have anything defined in it. So what are the posible ways in which we can assign the case owner.

  • Please check Support Settings (Setup > Customize > Cases) and verify the Default Case Owner – Eduard Aug 8 '18 at 12:26
0

Go to Setup -> Support Settings check "Default Case Owner". See below for reference.

enter image description here

If Default Case Owner is different then check, is there any trigger is updating Case Owner or not.

0

Reassign Case using a Quick Action and Flow

Reference :- https://www.google.co.in/amp/s/salesforcesidekick.com/2016/01/11/reassign-case-using-a-quick-action-and-flow/amp/

I cannot write each and every step, so i am highlighting the content in short:-

You will need to create two fields, a quick action and add it to layout, a process builder and a flow which consist:-

  • create a variable to store our Queue Name, which we will pass in from our Process Builde

  • create a variable to store that ID that we are looking to get.

  • use a Decision to validate that we found an Id

  • create a variable to house our Case Id that we are going to pass in from our Process Builder.  This allows us to make sure we are updating the correct Case.

  • once Flow is completed and activated, but right now its doing nothing!  So we need to have a Process Builder trigger it.

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.