How to change owner fields other than 'Owner ID' in Assignment Groups
Q-assign also allows assigning out records using a field other than the Owner. This field can be a 'User Lookup' on that particular object. The default value of this field is 'Owner ID', which represents the normal behaviour of Q-assign i.e. to change the Owner of the object records. If you have a 'User Lookup' field on Case and you have selected this field as 'Object Owner Field', then Q-assign will assign out the records based on this field. Please note that the Owner field of the record will not change in this scenario.
- Go to QA Assignment Groups and open an Assignment Group
- Click Edit and then select the ‘User Lookup’ on Object Owner Field
- Source Queue is not allowed in this scenario. Instead of this ‘Owner ID’ can be added in Selection Criteria.
- Press Save
Please see the screenshot below for further assistance:
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