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Luke Higgins - RF
User is offline in omni-channel. Reassign case to queue
I've been asked set up a rule when a customer replies to emails/cases via email-to-case. When a customer replies we need to check if the case owner (user) is Offline in Omni-channel. If offline, then reassign the case to the support queue. Any thoughts on this?
Hi Claire,
It was a paid project, so I can't share my source code exactly, but I'm glad to give some insight about the rough approach. If you have an apex coder, this should be a 1-day project if you do the following:
1. Add a trigger on EmailMessage to call apex class CaseAssignmentLogic
2. Add apex class CaseAssignmentLogic which checks omnichannel status UserServicePresence for the case owner
3. Add logic to put back into omnichannel by assigning to the omnichannel queue
Super easy!
Let me know if you get stuck on it or want help.
Thanks,
James