We have a recurring issue where Cases are reassigned to a queue (a queue called West), seemingly automatically and at random. Today, we had this happened to eight cases in the course of just a few minutes.
We have one Assignment Rule that assigns Cases to the Escalation queue if the words "You have new held messages" appear in the Subject of the Case. These words do not appear in any of the Cases that were reassigned.
Our Escalation rule, again, only assigns Cases to the Escalation queue if certain words appear in the Subject of the Case. None of the Cases that were reassigned include any of the words indicated in the Escalation Rule.
We removed all Skills-Based Routing several months ago.
We have ONE flow on the Case object. It is a Record-Triggered, Create Only Flow. The Cases are being re-routed long after creation. One of the Cases rerouted today was four days-old. This Flow looks at the Team field on the Account related to the Case. If the Team is National, the Case is assigned to the National queue. If the Team is DMR, the Case is assigned to the DMR queue. f the Team is Southeast or Northeast, the Case is assigned to the East queue. Everything else is assigned to the West queue (including any Cases with no related Account or any Case where the related Account has no team).
The most common reassignment is from the East queue to the West queue. However, Cases are reassigned from other queues and from individuals to the West queue.
Today, one of the Cases that was reassigned had been assigned to an individual who was not working today. The Case had not been updated since Friday.
We only have one service channel. We only have one agent per queue. All of the Routing Configurations are the same. All of the queues are the same.
I checked Scheduled Jobs and none of them ran close to the time that the reassignment happened.
I have been searching for months and cannot find any Apex Trigger or Class that changes the owner of a Case.
The change appears to be made by our Service Account Admin user. This user is used to make all kinds of updates and changes throughout our org. Trying to sort through Debug logs has been impossible.
Can anyone think of any other way to troubleshoot this issue?
#Agent Routing #Cases #Cases Queue #Omni Channel
: Thank you. I am working on the logs.
@Kundan Kumar Jha: Thank you. I don't have Time-Based Workflows in Setup, but I do have Time-Based Automations. I searched with no filters and I didn't find results. I did not find any Workflow Rules on Cases. There is one Workflow Rule on Accounts. It is an "On Create" rule that updates the Territory field. There is no time-dependent action.