[SalesForce] Case assignment rules reassigning back to queue

I have a case assignment rule. The case is assigned to the queue based on that and then is subsequently routed to the queue member. But the issue occurs when the case owner clicks on the EDIT button and makes some changes, the case is assigned back to the queue. What could be the issue?

Best Answer

Basically you need to add another filter to stop recalculation of the assignment rule. As we know Queue ID starts with 00G and User ID starts with 005. So comparing the OwnerId to make sure if the OwnerId doesn't start with 005 (which means it is not owned by Queue Member), then only run the assignment rule.

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[SalesForce] Case Assignment Rules – Assign to Queue and Email Members – no email sent (Insert by Apex)

So the issues turns out to be the DML options.

In order for e-mails to get sent - even from Assignment Rules, the DML option has to be updated:

dmlOpts.EmailHeader.TriggerUserEmail = true;

Otherwise it will ignore any email trying to be sent internally that is not called by apex directly.

[SalesForce] Avoid reassigning owner in the case

you need to add another filter which can stop your assignment rule to fire everytime. For example, you donot want to fire this rule when case owner changes but project__c is true, change your assignment rule criteria to "Formula evaluates to true" and use below:

PRIORVALUE(OwnerId) <> OwnerId && Project__c

If you want to run your assignment rule only during creation of case use this formula.. ISNEW() && Project__c

Best Answer

Related Solutions

[SalesForce] Case Assignment Rules – Assign to Queue and Email Members – no email sent (Insert by Apex)

[SalesForce] Avoid reassigning owner in the case

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