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I'm trying to create a Flow to capture the date/time when case owner is changed from queue to user. I been trying different variations to capture the date but it's never a sure-fire thing...

Right now, I separated it into 2 Flows - one when case is created and other one when it's updated. The first one is pretty straightforward and I haven't had any trouble capturing the data but it's the latter one that's giving me trouble.

We have 2 scenarios --

  1. Case is owned by Queue and User accepts the case enter image description here
  2. Case is owner by Queue and then transfer to another Queue and then User accepts the case (troublemaker) enter image description here

This is the current Flow I have - enter image description here

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I'm wondering if there's a better way to make it so that it's sure thing and doesn't skip a case when Case Owner is change to an User.

Any advice would be appreciated! Thank you!

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    Pro tip - don't use hardcoded queueIds; instead, query for the queues by developerName to decide if they qualify
    – cropredy
    Jan 6, 2022 at 21:37
  • hey @cropredy thanks for the advice. how should i go about doing that. do i just reference {!$Record.Owner:Group.DeveloperName} equal to Triage Email and use the Default Outcome to stamp the date?
    – Jung Seo
    Jan 6, 2022 at 21:52
  • Give it a whirl
    – cropredy
    Jan 6, 2022 at 21:57
  • no luck. it skips when case goes from triage email to user add and then to user...i'm not sure what's going on...i'm gonna give joana's method. cross fingers.
    – Jung Seo
    Jan 6, 2022 at 23:43
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    It was actually records that was touched by Omni-Channel and those doesn't trigger any automations. Workaround would be building on AgentWork object and populating the date field when AgentWork record gets created.
    – Jung Seo
    Jan 11, 2022 at 0:10

2 Answers 2

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Automated Process such as Process Builder/ Workflow/ Flows won't get trigger if records are touched by Omni-Channel.

In my scenario, cases were getting routing via Omni-Channel to users and when they accepts the case, it doesn't trigger any processes I have built.

Workaround is to create a process on AgentWork object to trigger the Flow. When AgentWork record is created, that's when the case is assigned to the user and triggers the flow.

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If you only want to capture date/time when case owner is changed from Queue -> User, why not leverage the record identifier prefixes?

  • User records always start with 005
  • Queues (or Groups) always start with 00G

See reference here.

#1. START: evalute IsChanged for the OwnerId enter image description here

#2. DECISION: evaluate if previous owner was Queue (Group) and new owner is user enter image description here

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  • i'll give that a shot. should i keep it as fast field update for the start? it always skips when case goes from triage email to user add then to the user for some reason...
    – Jung Seo
    Jan 6, 2022 at 23:28
  • It was actually records that was touched by Omni-Channel and those doesn't trigger any automations. Workaround would be building on AgentWork object and populating the date field when AgentWork record gets created.
    – Jung Seo
    Jan 11, 2022 at 0:10

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