locked
Create a note when assign an activity to a queue? RRS feed

  • Question

  • The requirement is: Create a note when assign an activity to a queue.
    In the note, we need to record: <Who> did it.

    As we know:
    1. PostAssign doesn't work for queue;
    2. Workflow will work, however, the record needs to be assigned to a user first!(bug?)

    Any idea?

    Cheers,
    Jim
    Monday, July 30, 2007 4:55 PM
    Moderator

Answers

  • Thanks Abe,

    Sorry I didn't make it clear: It's audit system, so manual workflow isn't acceptable for this case.

    Cheers,
    Jim

    Tuesday, July 31, 2007 8:10 AM
    Moderator

All replies

  • Well I had the same requirement, but I can't accomplish that using callouts (No call out is call when assigning to a Queue, only from a User to a User can use the callout), the way I resolved that is to create a manual Workflow and on the WF add the note and assign to the specific Queue predefined by the client, so when the case is re-assigned  you can select the Manual WF.

     

    The main requirement was that when escalating the case to a manager, move the case to a queue "2 tier escalation Queue" and then make a note, the user (user name) move the case for resolution at this time (datetime).

     

    Hope this will help to get your project going

     

    Abe Saldana

    http://www.crmbuzz.net

     

     

     

    Monday, July 30, 2007 8:34 PM
  • Thanks Abe,

    Sorry I didn't make it clear: It's audit system, so manual workflow isn't acceptable for this case.

    Cheers,
    Jim

    Tuesday, July 31, 2007 8:10 AM
    Moderator