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My organization has a handful of support queues based on the type of issue received. A new queue was recently established for a new area of support. In the new LibRel queue, when a support staff member initially opens the (email to case created) case to assign to the proper account and staff member, saves the changes - the case is no longer visible in that queue. The staff member may see the case in their open cases; however the case is no longer displayed in the LibRel queue.

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  • That's how it's supposed to work? Queue = unclaimed work, you pick from it (changing the owner to yourself), work on the case and then maybe leave it (closed?) with you or change the owner back to the queue... Depends on how your organisation works.
    – eyescream
    May 27, 2014 at 14:59
  • Our organization has both, case queue and case owner. In our other queues, you can see all cases (open/closed based on filters) regardless of the case owner - simply based on the queue the case belongs. However, this is not the same in the newest queue.
    – LDeMatt
    May 28, 2014 at 17:29
  • Is your "Case Owner" a custom field? A lookup to User object perhaps? In that... case... we were talking about the standard Owner field, labeled as Lookup(User,Queue). I don't think it's possible to make a lookup to Queue... Or perhaps your "Queue" is a custom field? Some picklist?
    – eyescream
    May 28, 2014 at 19:56

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A Queue is an owner of a case. As soon as the case is reassigned, then the queue no longer owns the case so it would make sense that it's no longer visible in that view. From the documentation (emphasis added):

Queues help your teams manage leads, cases, service contracts, and custom objects. Once records are placed in a queue manually or through an automatic case or lead assignment rule, records remain there until they're assigned to a user or taken by one of the queue members. Any queue member or users above them in the role hierarchy can take ownership of records in a queue.

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  • Right. Assigning a Case to a User is another way to say Changing the Owner on a Case. There can only ever be one Owner of a record.
    – Jeremy Nottingham
    May 27, 2014 at 15:07
  • Our organization has both, case queue and case owner. In our other queues, you can see all cases (open/closed based on filters) regardless of the case owner - simply based on the queue the case belongs. However, this is not the same in the newest queue.
    – LDeMatt
    May 28, 2014 at 17:30
  • Sounds like you have something pretty customized then and we'd need a lot more info, like how your List Views are structured to unravel why this is happening.
    – greenstork
    May 28, 2014 at 18:25

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