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DY Ray Block Viewing Cases in Queue
Does anyone know how to create a validation rule to block viewing of cases if the case owner is a queue?
I would like to prevent cherry picking of cases before cases are assigned to agents.
Thank you in advance!
I would like to prevent cherry picking of cases before cases are assigned to agents.
Thank you in advance!
I dont think a validation rule would work for this. You can set up record types, page layouts and a workflow rule for this. So when a case comes in, it has a record type with a page layout where only the info you want the users to see is available. Then when the case owner changes from queue to user, a workflow rule can change the record type to one with the full page layout.