Route assignment to work queue, but direct current user to that assignment
I have a requirement that a duplicate case check occur while user is processing the case. We want the user to encounter the duplicate-check interface as a step in the current work flow, but we don't want to route this assignment to the current user. Reason for this is that if the user cancels (or abandons) from the duplicate check assignment, we want the case to remain in the work queue from which it was retrieved. If we route the assignment to the current user, in this scenario the case will no longer be found in the work queue, but in that user's work list. Thoughts?
Thanks in advance,
Grant T.
@grantpant
Have you tried the "Back to back processing configuration" options on the Flow Action "Actions" tab? Try applying the following configuration to the Flow Action(s) that precede the Duplicate Check work queue assignment. Note that the Work Queue must belong to the current user's Work Group.
Hi Grantpant,
Could you provide clarification on below points so that we can solve it.
E.g say User1 had created a case E-1 with some data.
Later User2 have created a case E-2 with same data so User
1. User2 has to see duplicate Screen with case that match duplicate Criteria (Here duplicate is E-1).
2. Say case got route to Some XXX work queue. User2 has to wait in duplicate screen until some one takes action on case E-2 in work queue ?.
3. Once some one take action on Case in Work queue E-2 then User2 has to Next assignment in flow ?