What is the proper way to handle tasks when a Case belongs to a Queue?
In my scenario I would have Dept#1User creating a case which kicks off a workflow and updates the owner of the case to the queue Dept#2. I would also have a task created for someone in Dept#2 to do to process the case…
However in my tests I have found:
- Tasks can only belong to users, not queues
If the assignee of a task is set to the record owner and the owner of a lead or case is a queue, the task is assigned to the person who triggered the rule.
- Tasks can belong to Roles but Salesforce advise not to assign Tasks to Roles with multiple users:
If the assignee of a workflow task is a role and more than one user belongs to that role, the record owner becomes the task assignee, regardless of their role. We recommend that you not assign tasks to roles with multiple users. Assigning tasks to roles with one user allows you to easily change the user in that role without modifying the workflow rule.
So my question is this, when users in a department create a Case I need to change the Case Owner to a Queue (for the 2nd department) and then assign tasks to a group of users in this 2nd department (essentially 1 of a team can pick the case up)?
I feel I am missing a basic Case concept…
First of all, the feature Tasks to a Queue doesn't exist. But there is a highly voted on Idea that you should upvote
In the comments thread, there is a workaround that you could consider: