Case assignment rules reassigning back to queue
I have a case assignment rule. The case is assigned to the queue based on that and then is subsequently routed to the queue member. But the issue occurs when the case owner clicks on the EDIT button and makes some changes, the case is assigned back to the queue. What could be the issue?
configuration assignment-rules
edited Dec 28 '18 at 17:38
m Peixoto
475314
asked Dec 28 '18 at 15:44
AnnaAnna
4816
add a comment |
I have a case assignment rule. The case is assigned to the queue based on that and then is subsequently routed to the queue member. But the issue occurs when the case owner clicks on the EDIT button and makes some changes, the case is assigned back to the queue. What could be the issue?
configuration assignment-rules
edited Dec 28 '18 at 17:38
m Peixoto
475314
asked Dec 28 '18 at 15:44
AnnaAnna
4816
add a comment |
I have a case assignment rule. The case is assigned to the queue based on that and then is subsequently routed to the queue member. But the issue occurs when the case owner clicks on the EDIT button and makes some changes, the case is assigned back to the queue. What could be the issue?
configuration assignment-rules
edited Dec 28 '18 at 17:38
m Peixoto
475314
asked Dec 28 '18 at 15:44
AnnaAnna
4816
I have a case assignment rule. The case is assigned to the queue based on that and then is subsequently routed to the queue member. But the issue occurs when the case owner clicks on the EDIT button and makes some changes, the case is assigned back to the queue. What could be the issue?
configuration assignment-rules
configuration assignment-rules
edited Dec 28 '18 at 17:38
m Peixoto
475314
asked Dec 28 '18 at 15:44
AnnaAnna
4816
edited Dec 28 '18 at 17:38
m Peixoto
475314
asked Dec 28 '18 at 15:44
AnnaAnna
4816
edited Dec 28 '18 at 17:38
m Peixoto
475314
edited Dec 28 '18 at 17:38
m Peixoto
475314
edited Dec 28 '18 at 17:38
m Peixoto
475314
475314
asked Dec 28 '18 at 15:44
AnnaAnna
4816
asked Dec 28 '18 at 15:44
AnnaAnna
4816
asked Dec 28 '18 at 15:44
AnnaAnna
4816
4816
add a comment |
add a comment |
2 Answers
2
active
oldest
votes
Basically you need to add another filter to stop recalculation of the assignment rule. As we know Queue ID starts with 00G and User ID starts with 005. So comparing the OwnerId to make sure if the OwnerId doesn't start with 005 (which means it is not owned by Queue Member), then only run the assignment rule.
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
add a comment |
It looks like assignment rule is firing again. You need to add another filter which can stop your assignment rule to fire everytime
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
add a comment |
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2 Answers
2
active
oldest
votes
2 Answers
2
active
oldest
votes
active
oldest
votes
active
oldest
votes
Basically you need to add another filter to stop recalculation of the assignment rule. As we know Queue ID starts with 00G and User ID starts with 005. So comparing the OwnerId to make sure if the OwnerId doesn't start with 005 (which means it is not owned by Queue Member), then only run the assignment rule.
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
add a comment |
Basically you need to add another filter to stop recalculation of the assignment rule. As we know Queue ID starts with 00G and User ID starts with 005. So comparing the OwnerId to make sure if the OwnerId doesn't start with 005 (which means it is not owned by Queue Member), then only run the assignment rule.
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
add a comment |
Basically you need to add another filter to stop recalculation of the assignment rule. As we know Queue ID starts with 00G and User ID starts with 005. So comparing the OwnerId to make sure if the OwnerId doesn't start with 005 (which means it is not owned by Queue Member), then only run the assignment rule.
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
Basically you need to add another filter to stop recalculation of the assignment rule. As we know Queue ID starts with 00G and User ID starts with 005. So comparing the OwnerId to make sure if the OwnerId doesn't start with 005 (which means it is not owned by Queue Member), then only run the assignment rule.
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
answered Dec 28 '18 at 16:55
Sudipta DebSudipta Deb
5241414
5241414
add a comment |
add a comment |
It looks like assignment rule is firing again. You need to add another filter which can stop your assignment rule to fire everytime
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
add a comment |
It looks like assignment rule is firing again. You need to add another filter which can stop your assignment rule to fire everytime
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
add a comment |
It looks like assignment rule is firing again. You need to add another filter which can stop your assignment rule to fire everytime
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
It looks like assignment rule is firing again. You need to add another filter which can stop your assignment rule to fire everytime
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
answered Dec 28 '18 at 16:07
sfdcsfdc
8,145881153
8,145881153
add a comment |
add a comment |
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