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.
000387542

We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.