[SalesForce] Need assistance with Case Owner validation rule

Trying to wrap my head around a validation rule and could use a push in the right direction.

Scenario:

Case is escalated to a Queue. The manager reviews the complaint and if necessary, changes the Status to "Reviewed and Assigned to CSR". The change of ownership will need to be done from a Queue to a CSR manually, but I would like a VR that forces them to change the owner to a user and not a queue when the status is changed. This prevents them from changing the status but not changing the owner so that it doesn't sit in the queue not being worked.

Any help is greatly appreciated!

Best Answer

This should work, I tested it in my dev org (with a different status value) and it worked fine

AND(
    ISCHANGED(Status),
    ISPICKVAL(Status, "Reviewed and Assigned to CSR"),
    ISBLANK(Owner:User.Id)
)

Related Solutions

[SalesForce] Omnichannel routing – not working as expected

This may have been the result of a few things:

In my attempt to debug what was happening, I had multiple tabs and browsers open with Omni-channel in them. It seemede that the Omni-channel session was being disrupted
Some of these items had previously been routed to me and declined, which may mean they weren't being re-routed to me
We were using Workflow field updates to move the Cases into the omnichannel queue. It seems that "Order of Execution" means that these cases are not picked up by omnichannel. When we moved from Workflows to Process builder, this seemed to resolve this issue.
We had not realised that cases routed by Omni-channel have the owner of the case automatically updated to the user, even before they've accepted it. We had thought the owner was updated when they accept it. As a result it looked to us like it was routing cases that we already owned.

We can't be sure exactly which of these was causing the confusion, but it was likely a combination of the above and wanted to leave this here in case it is of use to others.

[SalesForce] Allow ownership change if a queue owns the record but prevent any changes if you do not own the record

You can add a negative criterion that references the value of the OwnerId field prior to the change to determine if ownership is moving to a User from a Queue. Ensure that criterion evaluates to false within your AND() function so the validation rule won't block such a move.

AND(....
    PRIORVALUE(OwnerId) != "QUEUE_ID_HERE"
   )

It's a fragile solution (referencing sObject Ids directly is not a great idea), so you can make this more general by allowing the user to take a Lead from any Queue by looking for the "00G" key prefix of the Queue object.

AND(....
    NOT(LEFT(PRIORVALUE(OwnerId), 3) = '00G')
   )

Unfortunately, the Owner:Queue.Id and Owner:Queue.Name pseudo-fields aren't supported by the PRIORVALUE() function. You can use them in a validation rule, but I was mistaken in initially suggesting you use them here. (I tested the above solution in my developer org and found it working).

Best Answer

Related Solutions

[SalesForce] Omnichannel routing – not working as expected

[SalesForce] Allow ownership change if a queue owns the record but prevent any changes if you do not own the record

Related Topic