Viewing Team Queue

There are two places you can see the Team Queue (aka: Unassigned Cases):

1. Homepage Dashboard Report: The team queue is one of the prominent reports in the Homepage Dashboard. Click the report link to view the Team Queue.

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2. Case List View: Click on the Cases tab in the NavBar, and search for the ResFac’s Team Queue in the list of List Views.

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Assigning a Case Owner

To assign a case to yourself or someone else, follow these steps:

1. Open the Case

    

2. Click on either Change Owner field

    

3. Search for the new Case Owner

   1. Search and select the new Case Owner

   2. By default, no notification email will be sent to the new Case Owner, but you can check the box to send a notification email to the new Case Owner.

   3. Click Change Owner

       

4. Once you’ve assigned the case to the new Case Owner, the case will be removed from the 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 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

   1. This checkbox lives in the ‘System Information’ of the Case

   2. This checkbox determines whether a case creation auto-email is sent to 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.