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Re-assign cases back to the queue using flow

Date de publication: Sep 27, 2025
Description
Sometimes, we want to re-assign the case back to the queue on case closure, which was the owner at the time of case creation. 

For example:
Queue name - US Support Queue.
Tom is part of the US Support Queue.
Tom takes ownership by accepting the record.

Then, after some time, if the case is Closed, you want to re-assign it back to the US Support Queue from Tom

Résolution
You have to save Queue ID in another field, when case ownership is changed from Queue (US Support Queue) to Tom.
 
1. Create a Text field - You don't need to add the below field on page layout. 
 
Test.jpg
 
2. Create a Record-Triggered Flow whenever a case owner changes from Queue to a User then copy the original Case Owner ID (US Support Queue) to the above created (Step 1) field.
 
a. Setup | Flows and click on Flows
b. Click on New Flow button, select Record-Triggered Flow and press Create button
c. Follow all steps in the below screenshot 

 
- Select Case in Object 
- Select A record is created or updated in the Trigger the Flow When 
- Select Formula Evaluates to True (New) in Condition Requirements section 
- Paste the below formula in the Formula Section
 
AND
(
	ISCHANGED({!$Record.OwnerId}),
	LEFT(PRIORVALUE({!$Record.OwnerId}),3) = '00G' ,
	LEFT({!$Record.OwnerId}, 3) = '005'
)

- Click on Check Syntax button
 
d. Select Fast Field Updates and click on Done
 
3. Click on + button and click on Update Triggering Record then do the following
 

4. Save the Flow, give any name, and Activate it.
 
5. Now, create another Record-Triggered Flow as follow
 
a. Setup | Flows and click on Flows
b. Click on New Flow button, select Record-Triggered Flow and press Create button
c. Follow all steps in the below screenshot 


 
c. Select Fast Field Updates and click on Done 
 
6. Click on + button and click on Update Triggering Record and do the following
 
Assign back to Queue.PNG
 
a. Select the OwnedId field and assign value to $Record.Initital_Queue_ID__c
 
7. Save the Flow, give any name, and Activate it
 

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Written By: Usman Ali | Salesforce Answers Leader 
Usman Ali is a Salesforce Architect at Dubai Holding Asset Management. He brings more than 10+ years of Salesforce ecosystem experience to the table, with several nominations for good measures. He enjoys being challenged and engaged with projects and team that requires him to work outside of his comfort and knowledge set. He takes pride in helping other trailblazers in the Trailblazer Community and is the group leader of Developer Group, Dubai, UAE.

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Numéro d’article de la base de connaissances

000393216

 
Chargement
Salesforce Help | Article