Viewing Team Queue

You can view the team queue/unassigned cases in two different places:

1. The “Leave Team Queue (Unassigned Cases)” report on the Homepage Dashboard

   

    

2. The “Leave Team Queue” Case List View

   

Assigning a Case Owner

From either of the views above, follow the below steps to assign a Case Owner:

1. Open the Case

   

2. Click on either of the ChangeCase Owner field

   

3. Search for the new Case Owner

   1. Search and select the desired Case Owner

   2. Decide whether you want to send a notification email to that new Case Owner

   3. Click Change Owner

      

4. Once you’ve assigned the case to a Case Owner, the case will be removed from the Leave Team Queue and will show up in that Case Owner’s ‘My New Cases’ report.

Stopping an Infinite Email Loop

In rare instances, if the Salesforce HRI is sending emails to a different ticketing system, an infinite loop of automatic emails may get created. This is a problem for all ticketing systems talking to another ticketing system--one system automatically sends a case creation email which kicks off an automatic case creation email from the other system which repeats and continues until it is manually stopped.

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