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

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2. The “Leave Team Queue” Case List View

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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 Change Case 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.

You will notice an Infinite Email Loop in the team queue when one Contact has a seemingly endless amount of new cases being made for them. When you notice an Infinite Email Loop, you are able to “break the link” and stop the looping by following these steps:

1. Identify the Infinite Loop in the Team Queue

   1. In the Leave Team Queue, you’ll notice one Contact with a growing list of cases.
      
      

2. Select the Contact Record

   1. Click on the blue hyperlink of the Contact who is causing the Infinite Email Loop

       

3. Click the ‘Do Not Auto-Reply’ Button

    

4. Click the ‘Yes’ Button

    

5. Click the ‘Done’ Button

    

6. Confirm the ‘Do Not Auto-Reply’ Checkbox is checked
   a. This checkbox lives in the ‘System Information’ of the Case.
   b. It is this checkbox that determines whether an case creation auto-email is sent for the Contact.

   
   
   
   

Notes:

• If the above process didn’t stop the Infinite Email Loop, please directly reach out to a member of the HR IT team for immediate support.

• The list of Contacts who will not be sent the case creation auto-email can be found here.

• You can restart case creation auto-emails to be sent to a Contact by clicking the ‘Allow Auto-Reply Emails’ button.