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SFDummy Case assign to a queue and default user
Hello,
I have 2 record type cases and two queues (support and contract)
I have a trigger to create case from account.
My assignment rule assigns ( 2 rule entries)
Contract case to Tracking Queue
Other cases to support Queue
In the list view
Support case are in Support Queue but the owner id different based on who created.
But the Case created via trigger assign to Queue - Tracking and owner is also queue name
Question:
How can I assign case to certain Queue and not change the owner ? Keep the owner same as Created by
As far as I understand it, assigning to a Queue is equivalent to changing ownership of the record to a Queue. Owner (OwnerId) is a Polymorphic field, which can point to a User or a Queue.
A queue comprises of a group of users, so assignment to a Queue, I'm afraid, means changing Ownership of the record to the Queue.
Thanks for the reply.
But how my Support Cases are showing up in Support Queue and owner is still different than queue name?
I am using same assignment rule
if Record type is Admin Support - assign to Support Queue
if Record ttype is Contracts support - Assign to Tracking queue
Cases assigned to Tracking queue has Queue name as owner
https://na7.salesforce.com/help/doc/en/cases_assign.htm
I'm hoping you're not confusing 'List Views' with Queues.
Thanks for the link.
I still do not know what/where the relationship set that shows cases in the listview with queue name?
I guess I that only happen when I used default case pagelayout.
Some cases are assigned to support queue with different ownner.
Where as Cotnract cases are all assigned to Tracking queue with Tracking queue as owner.