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Simultaneous Case Acceptance solution?
Hi folks,
I created a case system for my university to work with student cases and I'm having an issue where advisors accept a case simultaneously and the ownership bounces around, while the student and advisors are confused.
To resolve this, I created an accept button that checks whether the owner of the case is a Queue or a User, and to block ownership change if another User owns the case.
But while this works in the vast majority of cases, I can't seem to get it to be perfect, and we still have a few cases per day where the student's case gets bounced around.
Can anyone suggest how I may improve my Accept button code? .. should I have it check ownership twice at the top before proceeding?
Code:
Thank you,
Mikhail
I created a case system for my university to work with student cases and I'm having an issue where advisors accept a case simultaneously and the ownership bounces around, while the student and advisors are confused.
To resolve this, I created an accept button that checks whether the owner of the case is a Queue or a User, and to block ownership change if another User owns the case.
But while this works in the vast majority of cases, I can't seem to get it to be perfect, and we still have a few cases per day where the student's case gets bounced around.
Can anyone suggest how I may improve my Accept button code? .. should I have it check ownership twice at the top before proceeding?
Code:
{!REQUIRESCRIPT("/soap/ajax/28.0/connection.js")}
var objCase = sforce.connection.query("SELECT Id, OwnerId, Case_Owner_s__c from Case where id ='{!Case.Id}' limit 1");
var records = objCase.getArray("records");
var caseOwner = records[0].OwnerId;
var caseOwnerName = records[0].Case_Owner_s__c;
if(caseOwner.substring(0,3)=='005'){
alert("This case has already been accepted by " + caseOwnerName +" and is not in a Queue.");
}
else
{
var caseObj = new sforce.SObject("Case");
caseObj.Id = '{!Case.Id}';
caseObj.OwnerId = '{!$User.Id}';
caseObj.One_Stop_Counter__c = "{!TEXT($User.Assigned_Counter__c)}";
caseObj.Display_Screen_Suffix__c = "see " + '{!User.FirstName}'+" at Counter "+'{!TEXT($User.Assigned_Counter__c)}';
var result = sforce.connection.update([caseObj]);
if (result[0].success=='false'){
alert(result[0].errors.message);
}
else {
window.parent.location.href="/{!Case.Id}";
}
}
Thank you,
Mikhail