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Salesforce Lightning Experience: Queues Not Displayed by Default in Change Case Owner Lookup

Fecha de publicación: Jul 10, 2026
Descripción

In Salesforce Lightning Experience, when you click Change Owner on a Case record and switch the owner type to Queues, the list of available queues does not appear by default. You must enter a search term before any results are shown.


This behavior is different from Salesforce Classic, where all queues are listed immediately when you open the Change Owner dialog without requiring a search term. The Lightning Experience behavior is expected and is not a bug.

Solución

The absence of a pre-populated queue list in Salesforce Lightning Experience is expected behavior. In Lightning, queues are displayed based on your search input rather than being pre-loaded in full — this is consistent with how other lookup fields work in Lightning Experience to improve performance.

How to Locate and Select a Queue When Changing Case Owner

  1. Open the Case record in Salesforce Lightning Experience.
  2. Click the Change Owner button (or the owner field pencil icon).
  3. In the owner lookup field, select Queues from the entity type dropdown (if not already selected).
  4. Begin typing part of the queue name in the search field. Recently viewed queues that match your search appear under Instant Results immediately.
  5. If the queue is not in Instant Results, press Enter or click the search icon to perform a full lookup search across all queues.
  6. Select the desired queue from the results.
Número del artículo de conocimiento

000383730

 
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Salesforce Help | Article