Re-assign cases back to the queue using flow

To re-assign a case back to its original queue when it is closed, you need to first capture the original queue ID in a custom field, then use a second flow to re-assign ownership on closure.

Step 1: Create a Custom Text Field to Store the Original Queue ID

Create a new Text custom field on the Case object (for example, Initial_Queue_ID__c). This field stores the ID of the queue that owned the case before a user accepted it. You do not need to add this field to the page layout.

Step 2: Create Flow 1 – Capture the Queue ID When Ownership Changes

Create a Record-Triggered Flow on the Case object to capture the original queue ID whenever case ownership changes from a queue to a user.
Configure the flow as follows:

• Object: Case
• Trigger: A record is created or updated
• Condition Requirements: Formula Evaluates to True
• Formula: The condition should evaluate to true when the Owner ID has changed (ISCHANGED function), the previous owner ID starts with "00G" (which is the prefix for Queue IDs), and the new owner ID starts with "005" (which is the prefix for User IDs).

AND
(
	ISCHANGED({!$Record.OwnerId}),
	LEFT(PRIORVALUE({!$Record.OwnerId}),3) = '00G' ,
	LEFT({!$Record.OwnerId}, 3) = '005'
)

• Optimization: Fast Field Updates
• Action: Update Triggering Record — set the Initial_Queue_ID__c field to the previous value of OwnerId (the queue ID)
• Save and activate this flow.

Step 3: Create Flow 2 – Re-assign to the Queue on Case Closure

Create a second Record-Triggered Flow on the Case object to re-assign ownership back to the queue when the case status changes to Closed.
Configure the flow as follows:

• Object: Case
• Trigger: A record is created or updated
• Condition Requirements: Trigger when Status changes to "Closed"
• Optimization: Fast Field Updates
• Action: Update Triggering Record — set the OwnerId field to the value of Initial_Queue_ID__c (the stored queue ID)

Save and activate this flow.
Note: This article was contributed by a Trailblazer Community member. Always test flow configurations in a sandbox before deploying to production.

 
 

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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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