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nikkey Can Anyone help me on this requirement ??
Hi folks ,
can anyone help me on this requirement.i shall appreciate your help.
ON CASE OBJECT :
When PROFILE name with "Application users" creates a case ,then the Assigned agent name should be the username who is creating ,
Profile names other than Application Users creates a case ,then the Assigned agent name should be the moved into Unassigned queue who is creating.
How can i achevie this through configuration??
Thanks in Advance
can anyone help me on this requirement.i shall appreciate your help.
ON CASE OBJECT :
When PROFILE name with "Application users" creates a case ,then the Assigned agent name should be the username who is creating ,
Profile names other than Application Users creates a case ,then the Assigned agent name should be the moved into Unassigned queue who is creating.
How can i achevie this through configuration??
Thanks in Advance
https://help.salesforce.com/HTViewHelpDoc?id=cases_assign.htm&language=en_US
Thanks for your reply.
No i have not tried with Assignment rule ?can we achieve it with validation rule?
Can u help me with an example or the steps ??HOw to proceed.
Hope this helps.Check this link.
https://help.salesforce.com/HTViewHelpDoc?id=cases_assign.htm&language=en_US (https://help.salesforce.com/HTViewHelpDoc?id=cases_assign.htm&language=en_US)
Web- and email-generated cases are automatically assigned to users or queues based on criteria in your active case assignment rule.
Cases that do not match the assignment rule criteria are automatically assigned to the Default Case Owner specified in the Support Settings.
Changing Ownership of Multiple Cases (administrators only)
From any case list page, an administrator, or a user with the “Manage Cases” permission, can manually assign one or more cases to a single user or queue.
Thanks for your Reply .
On case Object : we do have an assignment rule already Active.We do get cases created from Email to Case Premium .so we as per doc we can have only one Assignment rule Active.
Can we acheive this thru VALIDATION RULE or any other option
Try using Schedular etc. for acheiving the result.You will have to use apex code.