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Topics#Data ManagementFrage von Tabitha Gibbens
Tabitha Gibbens (Addition FI) fragte in #Data Management
12. März 2021, 19:13

Need to update case status when it's accepted from queue

I tried to set up a process builder where once a case changes from queue ownership to user ownership the status will automatically update to an "In progress" status.

 

I set my criteria to look for a case to have the status of new and to have a change in ownership, and then I realized that the case assignment rule that changes ownership TO the queue triggers it. Now cases in the queue are showing in progress even though no one is working them.

 

I want this to happen whenever someone clicks the accept button or changes the case ownership to their name from a queue. I feel like it must be possible with a formula to evaluate that it's new and changing from a queue to set it in progress, and I think I could do it if it was a specific queue, but it needs to be any queue.

 

Is this possible?

 

Thank you!
4 Antworten
  1. Tony Trinh
    12. März 2021, 19:39

    Change your PB Criteria for Executing Actions from Conditions are met to Formula evaluates to true and use this:

    AND(
    TEXT([Case].Status) = "New",
    ISCHANGED([Case].OwnerId),
    BEGINS(PRIORVALUE([Case].OwnerId), "00G")
    )
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