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Records assigned through Omni-Channel don't trigger any automation like Workflow Rules, Escalation Rules, Triggers and Milestone.

Date de publication: Jun 1, 2026
Description

When work items are routed and accepted by Agents through Omni-Channel and if there are Workflow Rule field updates, Approval Process field updates or Entitlement/Milestone suppose to trigger on that object, the automations defined will not fire. However after the record has been assigned and you edit and save the record again, the rules and automations will fire as expected.

Similarly, Escalation Rules will not be executed when a Case is Accepted via Omni-Channel. However after the record has been assigned and the record can be edited and saved again, the Escalation Rules will fire as expected.

Résolution

This is working as designed.

When Omni-Channel routes and assigns a record to an agent, the assignment occurs via a system-level ownership transfer that does not perform a standard DML save operation on the record. As a result, Salesforce automation that relies on a record being saved (such as Workflow Rules, Approval Process field updates, Entitlements/Milestones, Triggers, and Escalation Rules) will not fire at that point.

After the record has been assigned, manually editing and saving the record will trigger these automations as expected.

Note: Automation will fire when declined work is returned to the queue.

 

 

Ressources supplémentaires

Omni-Channel for Administrators

Numéro d’article de la base de connaissances

000387542

 
Chargement
Salesforce Help | Article