1

We have a onshore queue, it should automatically get routed to one of the Pods queue through a round robin basis. We have Pod 1, Pod 2, Pod 3, Pod 4. Need to distribute cases evenly through round robin

help me please

2

You can achieve this using case assignment rules easily.

Create a trigger to set a number/text field populated incrementally using a custom setting where you can maintain a number sequence. Add your logic to fill field only if the owner criterion is met.

Logic should be assign numbers 1,2,3...x and then reset the value in a custom setting.

Create assignment rules to use this new field and perform the assignment.

Refer this similar lead assignment example with additional details and pictures.

Round Robin Lead Assignment

Alternatively, you can do the assignment to the queues directly in the triggers itself instead of assigning the numbers and using assignment rules.

Let me know if you need help with pseudocode.

  • Thanks for the solution. But i have a different problem, i have a queue where i have cases assigned to the queue. I wanna distribute these cases to another queues.How can i achieved this bro? – Muhammad Jawwad Apr 25 '19 at 10:44
  • When a case gets submitted to the onshore queue, it should automatically get routed to one of the Pods queue through a round robin basis. – Muhammad Jawwad Apr 25 '19 at 11:14
  • In that case, you want to generate this auto-number only for those records which get assigned to the incoming queue. I mean you can get this number which queue it should go depend on a static value picked up from custom setting. – Nishant Singh Panwar Apr 29 '19 at 17:09
  • I have updated my answer accordingly. – Nishant Singh Panwar Apr 29 '19 at 17:10
  • i have 1 more thing to do i'm getting stuck in. – Muhammad Jawwad May 1 '19 at 16:18

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