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Invoke Omni-Channel Notification when Case Re-Opened
When a previously closed case is re-opened, we would like the case to get pushed to the existing case owner in the same way a new case does. They key here is getting a notification through Omni-Channel so that the agent doesn't have to remember to go back to their personal queue and check for re-opened cases.
Simply re-opening a case does not invoke a notification. Changing the owner to a non-omnichannel queue and then re-assigning back to the original owner does not invoke a notification either. Re-opening the case and assigning to an omni-channel queue does cause a notification....however, we want the case to stay with the currently assigned owner/agent, not to get re-assigned.
We are happy to use any combination of workflow and apex to invoke the notification.
Simply re-opening a case does not invoke a notification. Changing the owner to a non-omnichannel queue and then re-assigning back to the original owner does not invoke a notification either. Re-opening the case and assigning to an omni-channel queue does cause a notification....however, we want the case to stay with the currently assigned owner/agent, not to get re-assigned.
We are happy to use any combination of workflow and apex to invoke the notification.
Have you thought about creating a new case (and copying over the relevant data)? That may be your last resort if you haven't already found a better solution.