Выбрать организацию
Re-assign cases back to the queue using flow
Дата публикации: Sep 27, 2025
Описание
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
Решение
1. Create a Text field - You don't need to add the below field on page layout.
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
- Click on Check Syntax button
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
a. Select the OwnedId field and assign value to $Record.Initital_Queue_ID__c
7. Save the Flow, give any name, and Activate it
______________________________________________________________
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.
Submissions reflect only the opinions of the user who made available the Submission and not the opinions of Salesforce, regardless of whether the user is affiliated with Salesforce, and may contain or constitute products, services, information, data, content and other materials made available by or on behalf of third parties ("Third Party Materials). Salesforce neither controls nor endorses, nor is Salesforce responsible for, any Third Party Materials, including their accuracy, validity, timeliness, completeness, reliability, integrity, quality, legality, usefulness or safety, or any applicable intellectual property rights. Any Submissions made available through any message board or forum in response to posted questions, or that otherwise purports to answer any questions, including any questions about Salesforce or Programs, are made available for your general knowledge only and should never be relied upon as answers to your specific questions (even if an answer is marked as a “best” answer or with any similar qualifications). You should always contact Salesforce support for answers to your specific questions. Salesforce has no control over Submissions, and is not responsible for any use or misuse (including any distribution) by any third party of Submissions.
If you have questions, tap into the wisdom of our entire Trailblazer Community here: https://trailhead.salesforce.com/trailblazer- community/feed
Номер статьи базы знаний
000393216
Эта статья решила вашу проблему?
Оставьте свой отзыв, чтобы мы могли стать лучше!
