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Chelsea Lukowski Assign case to queue but allow users to reassign
I need to assign a case to a queue when the status is changed, but then allow the users to accept the case and change the owner to themseleves or allow a user in the queue to assign the case to another user. I tried process builder, but after the case was assigned to the queue, users were not able to set the owner, it keep going back to the queue. I understand why it keeps doing that. I need help with a way to accomplish this. I assumed a trigger/class would probably be my best bet, any help would be appreciated.
What is the criteria in your process builder? You should assign the case to the queue only when the status is changed. So, add a condition of ISCHANGED(Status) so that it will not reassign the owner back to queue once a user accepts it.