Ensure Case Security and Ownership with Automatic Queue Assignment on Case Creation

Administrators can configure automatic queue assignment when a Case is created. This easy-to-configure option applies to Cases created through all channels including Case Create, Case Copy, Email, Action Plan, Intelligent Advisor, REST API, Help Desk Escalate and Interviews.

The use of the new Assign-to-Queue feature also provides a number smaller enhancements as well resolution of a number of well-known issues:

  1. (Enhancements) Categories and Queues: these datasets are no longer shared with Help Desk.
  2. (Fixes) Labels for values on the Case Landing Page: Primary Contact, Queue and Category no longer displayed as blank or numeric identifiers. 

Assign to Queue ensures immediate ownership of Cases and can be used within Access Group to provide immediate security of the Case.  Case-only queues and categories simplifies Case workflows and resoltuion. 

Steps to Enable

Assign-to-Queue, along with Case-only Categories and Queues, requires configuration.  There are no changes to existing behavior or functionality; you must manually enable the new Assign-to-Queue and Case-only Categories/Queues.  Select the appropriate configuration steps based upon your organization's current implementation status:

For organizations that are NOT in production with Case Management:

  1. Create Case-only Queues and Categories:

    • Create new queues and categories using "Manage Queues for Cases" and "Manage Categories for Cases" tasks in Setup & Maintenance.

    • Optionally, you can migrate existing shared categories/queues using the migration utilities described below.  (Note: This action cannot be reversed and may impact other business objects using the same queues and categories such as Service Center, Help Desk, or Internal Service Requests):

      • Navigate to Tools > Schedule Processes > Schedule New Process.

      • Search for "Migrate Shared Queues and Categories to Case".

      • Select an action from the options below:

        Actions:

        • Copy All Queues: Copies all shared queues to case-specific queues. Existing queue records remain unchanged. Cases assigned to these queues will be moved to the corresponding case-only queues.

          • If any hard-coded references to queues (by ID or name) exist in custom code, such as in Application Composer, Groovy scripts, custom access groups, or Visual Builder, these references must be updated to reflect the appropriate case-only queues.

        • Move All Queues: Moves all shared queues to case-only queues. Shared queues will no longer be used by other objects.

        • Move All Queues Associated to Case: Moves only the queues assigned to cases to case-only queues.

        • Copy All Categories: Copies all shared categories to case-only categories. Existing category records remain unchanged. Cases assigned to these categories will be moved to the corresponding case-only categories.

          • If any hard-coded references to categories (by ID or name) exist in custom code, such as in App Composer, Groovy scripts, custom access groups, or Visual Builder, these references must be updated to reflect the appropriate case-only categories.

        • Move All Categories: Moves all shared categories to case-only categories. Shared categories will no longer be used by other objects.

        • Move All Categories Associated to Case: Moves only the categories assigned to cases to case-only categories.

        Source Stripe: This refers to the original stripe where your queues and categories were previously created.

      • Submit and verify the job is successful.

  2. Configure Automatic Queue Assignment:

    • Navigate to "Manage Service Assignment Rules" task in Setup & Maintenance.

    • Select the "Case Redwood Queueing Rule" category.

    • Add rules based on your business requirements and click Publish.

    • Set the profile option "ORA_SVC_CASE_ASSIGN_TO_QUEUE_ON_CREATE" to Yes in Setup & Maintenance.

  3. Configure Adaptive Search:

    • Navigate to "Configure Adaptive Search" task in Setup & Maintenance.

    • Go to Setup and enable the "Case-Redwood" adaptive search object.

    • Click on Actions > Publish.

For organizations that are in production with Case Management:

  1. Opt into Case-only Queues and Categories:

    • Set the profile option "ORA_SVC_CASE_USE_OLD_QUEUE_CATEGORY" to No.  (The profile option "ORA_SVC_CASE_USE_OLD_QUEUE_CATEGORY" is set to Yes by default, ensuring the continued use of existing shared queues and categories until you are ready to create Case-only queues and categories).

  2. Follow all steps in the 'For organizations that are NOT in production with Case Management' section above.

Tips And Considerations

  • If you migrate queue and/or categories, all hard-coded references (by ID or name) that exist in custom code (such as in App Composer, Groovy scripts, custom access groups, or Visual Builder) must be updated to reflect the appropriate case-only equivalent.

Access Requirements

  • The Assign-to-Queue feature requires the privilege 'SVC_ASSIGN_CASE_TO_QUEUE_PRIV'.  This privilege is part of Case Supervisor duty role but not part of the Case Execution duty role by default.