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Hare OMNI Channel - Assign Queue as Case Owner using Trigger not working
How to route a case a second time using omni-channel?
Example: Omni-channel auto assigns Case 1 to Agent A from Queue A1.
Agent A changes to status C and an Trigger moves case 1 to Queue B1.
After x time a time-based workflow is used then qualifies Case 1 with same status C to move back to Queue A1 by using trigger .
in salesforce we are able to see Case1 record in Queue A1.. but in Omni Chanel Omni Supervisor Queue A1 not able see Case1 record .
Please help me
Example: Omni-channel auto assigns Case 1 to Agent A from Queue A1.
Agent A changes to status C and an Trigger moves case 1 to Queue B1.
After x time a time-based workflow is used then qualifies Case 1 with same status C to move back to Queue A1 by using trigger .
in salesforce we are able to see Case1 record in Queue A1.. but in Omni Chanel Omni Supervisor Queue A1 not able see Case1 record .
Please help me
Greetings to you!
It is Idea (https://success.salesforce.com/ideaView?id=0873A000000PU6rQAG) to trigger workflows and triggers when the record is assigned through omni-channel.
Please refer to below links which might help you further.
https://help.salesforce.com/articleView?id=000228601&language=en_US&type=1
https://help.salesforce.com/articleView?id=000268793&language=en_US&type=1
https://salesforce.stackexchange.com/questions/101331/facing-issues-with-omni-channel
I hope it helps you.
Kindly let me know if it helps you and close your query by marking it as solved so that it can help others in the future. It will help to keep this community clean.
Thanks and Regards,
Khan Anas
similar to below link . but in my case when record updated by Agent with some vale that callig Time Based Workflow this w/f field update calling trigger we are updating owner using trigger .
After Agent update record--> Time Based Workflow field update --> Apex Trigger update owner
in salesforce we are able to see Case1 record in Queue A1.. but in Omni Chanel Omni Supervisor Queue A1 not able see Case1
https://success.salesforce.com/issues_view?id=a1p3A0000008fsIQAQ&title=omni-psr-is-not-created-when-record-owner-is-updated-by-time-based-workflow