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Assign Case to queue when reopened

Patricia Ford on 10/31/2022 1:59:32 PM

When a case is reopened in CE it is not showing active in any users private or system queue and it sometimes causes a delay in getting back to the client.


I would like to suggest all reopened case get assigned back to the queue they were in when resolved.

Or

  1. Have them get assigned to a specific shared queue
  2. Use a route rule to assign to a shared queue.
Category: Unified Routing- Route to Queue
STATUS DETAILS
Declined
Ideas Administrator

Administrator on 1/2/2024 6:26:31 AM

Thank you for reaching out. Your idea seems to be a duplicate of the following idea - Cancelled Cases reactivation doesn't reactivate queue item - Dynamics 365. Please add your valuable votes and comments to the suggestion above instead.

Regards,

PM, Microsoft