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dellseys How to check if an a record is sitting in a queue for more than two days
I have created a queue which accepts applications. When the application is submitted it first gets to the queue i created. users manually assign these applications to themselve after they all get an alert. All this is done using a workflow.
Now, i want to track how long an application has been in the queue without users attempting to take ownership. After I want to send an alert to the users that there is still a record in the queue that needs their attention. How do i do this.
Now, i want to track how long an application has been in the queue without users attempting to take ownership. After I want to send an alert to the users that there is still a record in the queue that needs their attention. How do i do this.
You can create a formula field on case and get the difference between the created date and todays date and then create a report which will filter out the cases where the owner is "Queue name" and add the formula field as a column.
I hope it helps.
You need a Case Lifecycle Report like this =>
https://success.salesforce.com/apex/answers?id=90630000000CufOAAS