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

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

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


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.

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