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Topics#Data ManagementDomanda di RaeLynn Grulke
RaeLynn Grulke (Thunder) ha fatto una domanda in #Data Management
6 ago 2019, 13:21

Case Assignment Rule Conditions

I am trying to create assignment rules for sending cases to a queue. The requirements are that new cases are assigned to a queue unless the case origin is a phone call, in which case it should NOT go to the queue and should stay assigned to the person who enters the case. 

 

Here's a screenshot of my assignment rules. My issue is that even though the criteria includes case origin does not equal phone, the phone cases are still being reassigned to the queue.

 

Any suggestions?

 

Case Assignment Rule Conditions
5 risposte
  1. Vincent Brenet (Salesforce)
    6 ago 2019, 14:46
    In the step 3 when you edit a rule you have a check box "Do Not Reassign Owner" - Perhaps it is an option for your use case ?

     

    In the step 3 when you edit a rule you have a check box
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