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nikkeynikkey 

How can i acheive this Requirement thru Validation Rule???

Hi Folks ,

Can any one help me out ? How can i acheive this Requirement thru Validation Rule???i shall appreciate your help. 

Its very urgent


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.

Thanks in Advance.
Best Answer chosen by nikkey
Nilesh Jagtap (NJ)Nilesh Jagtap (NJ)
Hi,

You can achieve this using case assignment rules.

Create 1 assignemnt rule with 2 rule entries as :

1. To assign it to same user when profile is application users.
  • You can set rule criteria for this as : User:Profile >> Equals >> Aplication User
  • Set checkbox of Do Not Reassign Owner as CHECKED
  • Set sort order as 1
2. To assign to queue
  • No rule criteria required
  • Set Assign to as >> QUEUE >> Queue name
  • Sort order as 2

If this helps mark this as best answer.


Thanks,
N.J

All Answers

Grazitti TeamGrazitti Team
Validation rules are not for updating a field. Validation rules are for checking whether the value in a field meets a specific criteria.
In your case, you need to use a workflow or a trigger to update Assigned agent name based on the createdby.profilename

Please Mark this as Answer if it helps you

--
Regards,
Grazitti Team
Web: www.grazitti.com
Nilesh Jagtap (NJ)Nilesh Jagtap (NJ)
Hi,

You can achieve this using case assignment rules.

Create 1 assignemnt rule with 2 rule entries as :

1. To assign it to same user when profile is application users.
  • You can set rule criteria for this as : User:Profile >> Equals >> Aplication User
  • Set checkbox of Do Not Reassign Owner as CHECKED
  • Set sort order as 1
2. To assign to queue
  • No rule criteria required
  • Set Assign to as >> QUEUE >> Queue name
  • Sort order as 2

If this helps mark this as best answer.


Thanks,
N.J
This was selected as the best answer
nikkeynikkey
Hi Grazitti and N.J ,

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  Kept Active.
Nilesh Jagtap (NJ)Nilesh Jagtap (NJ)
It is correct,
 you can add these 2 entries as new Rule Entries to you active assignement rule and depending on probability of rule to occur most of the time, you can decide sort order in which rules will be fired

Thanks,
N.J
nikkeynikkey
Hi N.J I worked gud.But i do have an query :while creating a case we do get an optional as :Optional Assign using active assignment rules Send notification email to contact. How can i make this Assign using active assignment rule a *DEFAULT CHECKED.Do we have an option??Thanks for your help.*
Nilesh Jagtap (NJ)Nilesh Jagtap (NJ)
Hi,

You can make it Default Checked through page layout.
  • Go to case page layout
  • >> Click on 'LAYOUT PROPERTIES' button
  • >>Selec Case Assignment Checkbox
  • Show on edit page as checked
  • Select by default as checked
If this answers your question, mark this as best answer.

Thanks,
N.J
nikkeynikkey
Hi N.J It worked gud in my sandbox,but when i try login into other user from my sandbox , i couldnt see the Assign using Active Assignment Rules as Checked in their edit page.How can i acheive this?? Thanks in Advance
Nilesh Jagtap (NJ)Nilesh Jagtap (NJ)
You might be having multiple page layouts. You have to do it on all case page layouts available with you to achieve this.

Thanks,
N.J
nikkeynikkey
Hey Nillesh ,

Thanks for your help .

It worked successfully.
nikkeynikkey
Hi N.J *Can you help me out with this requirement .* *Do we have an option to write an assignment rule : say if the subject is already exist in the existing cases move to a different queue???* *In Configuration / Customization ?Thanks in Advance*