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What factors populate the 'worked by' field in the queue items? RRS feed

  • Question

  • Could anyone point me to a list/resource of those factors that will populate the 'worked by' field in queue items and those items that will depopulate it? (e.g. moving a queue item email into an enquiry etc). I would appreciate any guidance on this.

    Friday, August 7, 2015 10:04 AM

All replies

  • Hello,

    So answer is following - by default Worked By is empty when entity came into the queue and it is populated with defined user when you click "Work On" or "Pick" button:

    Once you've assigned Queue Item to someone this user is put to "Worked By" field:

    In case you want to clear "Worked By" field - select record and click "Release" button:


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    Friday, August 7, 2015 11:24 AM
    Moderator
  • Thank you Andrii, but what about converting an email to an enquiry or replying to the email or similar activities, do these affect 'worked by'? I am looking for a comprehensive list of those factors that change the worked by.
    Friday, August 7, 2015 3:30 PM