PendingServiceRouting (PSR) records deletion based on Manual Ownership change of the Case work Item

When case ownership changes via the scenarios outlined below, the Pending Service Routing (PSR) record is automatically deleted as a crucial cleanup step to maintain routing integrity:

1. Accepting a Case via the Standard 'Accept' Button

• Behavior: When a user clicks the standard Accept button located on the record page layout, the system automatically updates the case owner to the user who triggered the action. Because the case has been claimed, the corresponding PSR record is removed to clear it from the Omni-Channel routing queue.

2. Manual Case Ownership Updates

• Behavior: When a user manually updates the Case Owner field directly within the case record (e.g., changing it from a queue to a specific user or another queue), the existing PSR record is deleted. This ensures that stale routing instructions do not conflict with the manually assigned ownership.

For these scenarios, AgentWork records will not be created as the work items is not assigned and accepted from omni channel.