Hello together,

currently we have the problem that when a user selects a case under the "Cases" tab and clicks the "Route" button, it does not generate an auto-post in the timeline of the case.

However, if the user clicks the "Add to queue" button within a case, an auto-post is written to the timeline.

In both cases, the queue in which the case is located is simply changed. We also want to see in the timeline when the case was added to another queue by which user. Unfortunately, as described above, we only see this when the user clicks on the "Add to queue" button.

In the view, however, the users do not have "Add to Queue" but only "Route". The Add to Queue only exists if you are in the case itself.

I have now discovered that this is not possible because there is a distinction between queue item and case. Auto-post configuration for queue items is not possible.

One idea would be to be able to set an auto-post in the case that makes an entry when a queue item is added to another queue via the "Route" button.

This way it is traceable which user has moved what and when.

Thank you in advance!

BR

Michael