How to use QA Assignment Group Record Queue

Sometimes, when records are being processed by Assignment Groups, it is possible that they (records) may fail to assign due to data (e.g. missing mandatory field, invalid field value) or downstream processing (e.g. validation rule) and cannot be resolved by a simple retry. In order to minimise the re-processing of this type of failure, a mechanism is introduced to exclude a failed record from further processing until a defined period of time has passed.  It is possible to manually release the record (delete new queue object record) early if the issue preventing the assignment is resolved.

This is being done through an Object 'QA Assignment Record Queue' in Q-assign. Storing the unassignable records in the 'QA Assignment Record Queue' object provides more flexibility and in-depth information such that users will now be able to see individual records together with the record's failure details.

What to expect from 'QA Assignment Group Record Queue

Whenever a record goes unassigned, a new email notification will be sent to the 'Notification Recipient' email address in the Scheduler Settings. Along with the email notification, a new QA Assignment Group Record Queue record will be created. This will provide you with visibility of the unassigned record details. Q-assign will not process these records for a period of time (for 1 hour set as default) and then retry assigning them when the 'Next Processing Attempt Date'  time is reached.

What if I correct the data on the record and want Q-assign to try again - can I do that?

Yes, if you correct the data on the record and then delete this queue record, Q-assign will process the record in the next run. Another way is to edit the 'Next Processing Attempt Date' on the QA Assignment group record manually for Q-assign to consider the record for the assignment.

Who has access to these unassigned record details?

• Q-assign Administrator: Users with Q-assign Administrator permissions will be able to update/delete any record.
• Q-assign Manager: Users with Q-assign Manager permissions will only be able to update/delete records they own.
• Q-assign User: Users with Q-assign User permissions will only be able to read records they own.

What if I want to change the  default wait time from 1 hour to some other time - can I do that?

Yes, you (Q-assign Admin user) can definitely do that by creating a soft-setting. The steps to create the soft setting are mentioned below:

• Go to Setup | Custom Metadata Types | Create a New Custom Metadata Type
• Enter the following Label and Object Name Qassign Customer Setting (Qassign_Customer_Settings)
• Create a text field 'Value' (Text(255))
• Create another text field with label 'Failed Record Retry Period Hrs' and name
• Go to 'Manage Q-assign Customer Settings' as shown below.

• Create custom metadata type soft setting with following:

  • Name (Label) - Failed Record Retry Period Hrs (Failed_Record_Retry_Period_Hrs)
  • Value__c: 3 (or any other number of hours you want to set as default)
• Now you will be able to see the retry period as 3 hours instead of the default 1 hour.
   

Note: For Q-assign Version 4.754 and later, you can set a retry period that is less than 1 hour. For example, if you set the value to 0.5, the retry period will be set to 30 minutes (i.e. 0.5 hours). 
 

How can I get visibility of this object?

A Tab available to be added to the Q-assign Home Page

• In order to add the tab, please click on 'Personalize Nav Page'
• Click on 'Add More items'

• Select 'QA Assignment Group Record Queue' and click 'Add'.

Two List Views 'Recently Added and 'All' are available in the tab:

What information is available for the unassigned record?

The information stored in the fields of QA Assignment Group Record Queue will look somewhat like this:

The help-text on the fields will give you more information on them. It is mentioned below for your ease.

• Related Record Id: Record Id of the current record being assigned.
• Related Record Object: Object API name with namespace of the actual record being processed.
• AG Record Queue Id: Auto-assigned Number (format {00000000}).
• Last Processing Attempt Date: The date/time when an attempt was last made to process the related record.
• Next Processing Attempt Date: The next date/time when an attempt will be made to process the related record. This date/time will be used to exclude the related record from processing when the date/time is in the future.
• Status: Status for the processing of the related record.
• Scheduler: Scheduler that was processing the related record.
• Assignment Group: Assignment Group that was processing the related record.
• Status Message: Message related to current Status
• Related Record Link: Link to View the actual record being processed

Please contact us at support@ortooapps.com for any questions.