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hylim12hylim12 

Customize Case assignment rule via round robin

Hi i have some concern on case assignment rule:

 

1) is it possible to restrict case assignment to agent in such a way that, an agent can have maximum 5 new cases (case status = 'New') assigned to them at one time. Once the agent has handled the case, new case will only assign to them

 

2) case assignment via round robin method to currently logged in user only?

 

thanks.

 

 

digamber.prasaddigamber.prasad

Hi,

 

For your requirement 1, you can have trigger, where you will check if OwnerId of case changes, and if already 5 cases assigned to same user, throw an exception.

 

Requirement 2 seems not possible.

 

Hope it will help you.

 

Regards,

Digamber Prasad