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please can anyone help?   

The current scenario is the following:

  • Case Exists and is waiting on customer, with an agent assigned as the owner at that time
  • Customer responds and case transitions to 'Response Received'
  • Case is picked up and put onto the queue, however the system then removes the Owner

I would like the desired flow to be as described below:   

  • Case Exists and is waiting on customer, with an agent assigned as the owner at that time
  • Customer responds and case transitions to 'Response Received'
  • Case is picked up and put onto the queue, with the agent owner retained
  • If the piece of work gets to the top of the queue and is pushed to a different agent via Omni then as per standard omni process the owner is changed
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