Unassigned High Priority case Workflow

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Following on from my previous post 8 Essential Service Cloud Workflows regarding alerting certain users when a high priority case comes in, I have noticed that this is not always as effective as it should be. If users are particularly busy dealing with cases and assume someone else will take care of it, it can be left and forgotten. We can use a few parameters to make sure that any cases that are unassigned for a specific amount of time are taken care of by sending out a final warning to managers or users. Obviously this workflow only applies if Cases are being automatically created or being put in a queue as soon as they created. If you assign cases to your users as you create them then this is not needed.

  • Click on Setup | Create | Workflows & Approvals | Workflow Rules
  • Click on New Rule
  • Select Case as the Workflow Object
  • Name your Rule and give it a description
  • Evaluation Criteria should be set as created (this may need to be changed if a workflow defaults the owner after the case has been created)
  • So using the simple formula creator we need to set the field as Case : Case Owner, Operator as equals and Value as whatever Queue the cases get defaulted to, in this example I have called mine “Support Queue”

Screen Shot 2014-04-03 at 22.31.13

Now this is where it gets interesting. We are going to be using a time based workflow to send off an email to relevant users once the case has not been assigned for a specific amount of time. If you are unfamiliar with time based workflows let me sum up how they work.

Time-based workflow actions will fire a set amount of time after the criteria has been met. If the criteria is no longer applicable, the workflow action will be cancelled.

Hopefully this is clear for you that don’t have much experience with time-based workflows, luckily they are very easy to get your head around. So after we have created our criteria we can move onto the workflow action.

  • Add a Time Trigger and specify the amount of time you wish the workflow to fire after the case has been created, this can be set in Days or Hours.
  • Underneath this newly created Trigger add a workflow rule like normal.
  • Click Save and Done.

This is all there is too it! Hopefully you can now covered most bases with making sure P1’s are taken care of.

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