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JSksaJSksa 

Workflow forumula to capture date a case leaves a queue

Hello!

 

I'm a little stuck. I'm trying to create a workflow to populate a custom date/time field. 
Our cases first get assigned to a "queue" named "support queue"

 

I have a formula and a workflow the capture the date it is ASSIGNED to the queue. Howeve,r I'm stuck on getting an accurate date on when it leaves the queue. 

 

I was thinking of using a combination of ISCHANGED and PRIOR value functions but I'm not getting it to work. 

 

Basicaly, I need the wofklow to trigger when the owner has CHANGED where the previous owner = Support queue.

 

Would this work for what I"m trying to achieve? Thanks for your help!

 

 

Best Answer chosen by Admin (Salesforce Developers) 
Marko LamotMarko Lamot

create custom field  IsInQueue

 

Create workflow rule and set IsInQueue to true if case goes to queue:

option: reated, and any time it’s edited to subsequently meet criteria

condition: LEFT(OwnerID,3)="00G"

IsInQueue-> true

 

create a second workflowrule that sets the date of leaving the queue

option: reated, and any time it’s edited to subsequently meet criteria

condition: AND(LEFT(OwnerID,3)<>"00G",IsInQueue=true)

leavingqueuedate->now()

IsInQueue-> false

 

 

All Answers

Marko LamotMarko Lamot

create custom field  IsInQueue

 

Create workflow rule and set IsInQueue to true if case goes to queue:

option: reated, and any time it’s edited to subsequently meet criteria

condition: LEFT(OwnerID,3)="00G"

IsInQueue-> true

 

create a second workflowrule that sets the date of leaving the queue

option: reated, and any time it’s edited to subsequently meet criteria

condition: AND(LEFT(OwnerID,3)<>"00G",IsInQueue=true)

leavingqueuedate->now()

IsInQueue-> false

 

 

This was selected as the best answer
Marko LamotMarko Lamot

I havenit used it before, however i think you might also use priorvalue function with combination of LEFT(OwnerID,3)="00G" -  (in order to avoid custom field IsInQueue)

JSksaJSksa

Thanks guys. I'll try a combination of these and see how this works. My only issue is that we have 2 queues we want to capture dates for:


Support Queue (when a case enters and when a case leaves)


Level2 Support Queue (when a case enters this and when the case leaves)

 

Could i modify the formula to include more than just the 3 digits from the queue ID? Or would prior value work here. I am getting errors with teh prior value function :( 

JSksaJSksa

Oh! I just realized you are the only person who responded, not two people! Sorry! Thansk for your help, i appreciate it. 

JSksaJSksa

Hi Marko, 

 

I created the custom fields. I could not get the Prior Value function to work properly. Though i'm confused about this:

 

 I'm trying to populate the date the case leaves the queue.  The "IsInSupportQueue" is the checkbox. 

"case_Left_Support_Queue__c"  is my custom date field to capture the date/time the case left the support queue.

 

This is my modified formula for the workflow to pupulate the date the case left the queue.

AND(LEFT(OwnerID,3)<>"00G", IsInSupportQueue__c =true)

 

 

case_Left_Support_Queue__c->now()      I understand this is the feld update. But where do I put the false value for "isinQueue" below?


IsInQueue-> false

 

Thanks for your help!!

 

Marko LamotMarko Lamot

in one workflow rule you can add more actions. so one field update would be 

case_Left_Support_Queue__c->now() 

second would be

IsInQueue-> false

 

So in secnd workflow rule you would put those two field updates.

 

In the first workflow rule you would put 

IsInQueue-> true

JSksaJSksa

Thank you thank you!!! This helped tremendously and works like a charm!!