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David GranadosDavid Granados 

Process Builder - Automatically Drop in Case Owners Queue

Hello,

I have a checkmark field in the case, once that checkmark is selected I want the case to be placed in a specific case owners queue, it shouldn't be assigned to the person who opened the case. Is this something I have to do in Process Builder? or?

Thanks!

Best Answer chosen by David Granados
Prashant Pandey07Prashant Pandey07
David - I was talking about this..
1

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Thanks,
Prashant

All Answers

Prashant Pandey07Prashant Pandey07
Hi David,

You can not insert user to Queue using process builder.. but yes you can check the specific condition and then call a apex class that will insert the user in the queue..or better you trigger to do this..

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Thanks,
Prashant
David GranadosDavid Granados
Not sure I understand, sorry. So I can't do it in process builder but it's possible using APEX is that correct? also, when you say for me to trigger can you explain? Thanks! :)
Prashant Pandey07Prashant Pandey07
Before I say any custom approach...Did you try the assignment rule..

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Thanks,
Prashant
Prashant Pandey07Prashant Pandey07
David - I was talking about this..
1

--
Thanks,
Prashant
This was selected as the best answer
Narender Singh(Nads)Narender Singh(Nads)

Hi David,
Why go through the hassle of creating a new process when you can do it easily with the Case Assignment Rules. You should definitely check that out.
Though you can very well do it with the process builder as well.
And also, you can do it using workflow rules.

My advise, go with the case assignment rules. Why? Because the it's easy to understand and create, most important, lesser number of clicks. :D

Let me know if you need any help.
Thanks
David GranadosDavid Granados
Hello Everyone,

The Case Assignment Rules seem to work, Thank you!. The only thing I find that users may forget to click is the "Assign using active assignment rule". If they don't click it the Assignment Rule won't work. How can I have this auto checked? (if possible)
Prashant Pandey07Prashant Pandey07
David - Assign using active assignment rule - Is it a custom field on case object ?

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Thanks,
Prashant
Narender Singh(Nads)Narender Singh(Nads)
Hi David,
You can do that by editing the Case page layout. 
Click on edit page layout. Click on layout properties. Check the default checkbox to true and you are good to go.

Let me know if there is any confusion.
Thanks
David GranadosDavid Granados
Thank you all!!
Prashant Pandey07Prashant Pandey07
Gald that your problem is to solved..

Please select the best answer and close this thread..

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Thanks,
Prashant