I have an auto assignment rule on Cases which assigns a case to a queue when closing a case. I see that the rule is evaluated as false, meaning that after closing a case the system doesn't consider it as closed. The check-box of use assignment rules is checked on the detail page. I'm using the Close Case page not changing the status list. Is that a bug or a feature? What is the workaround?

  • Are you using the standard "Closed" status, or is it a new Status? It is set as a 'closed status' option? What about the assignment rule? What does it evaluate to reassign? More info please. – HomerJ Feb 9 '15 at 18:37

You didn't post your current formula but I would confirm that the actual status being set is set up at the field level as a "Closed" value.

You could use a workflow rule with a field update to assign the ownership to the queue.

| improve this answer | |
  • The formula is fine, I see it in the developer console. Can I change owner in field update action? I thought I couldn't – Dedo Mar 31 '14 at 16:16
  • Yes, you can update the owner. – PepeFloyd Mar 31 '14 at 22:15
  • So this seems to be a bug in SF business flow... – Dedo Apr 1 '14 at 5:25

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