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Hi Joshua, we needed to do the same, sometime ago and the only way we could achieve this was with workflow.
"First_Queue__c = "" && BMCServiceDesk__queueName__c <> "
I have a set field action that fires with the following rule criteria and if it meets the critera copies the queue name over. We also have an additional checkbox field that we find useful to track if a ticket is passed back to the first queue too. I know you didn't want workflow but we couldnt find another way.
Hope this helps.
I am looking to develop the same thing. Will try Graham's suggestion to see how close it gets me.
Morning / Afternoon all,
I'll set up a session next week to discuss further and send you all an invite, if you can make it, great!
Cheers - Jon
Unfortunately that does not get us what we need. Unless the person creating the incident specifies a queue, all of our incidents are assigned to our service desk based on a workflow rule and field update. Some are auto routed to other queues based on the category and state open values via Suggested Owners & Queue Auto Assignment but because that process runs after the fact (see this great idea to vote up to resolve that: Provide ability to set Queue on Category for Auto Routing Incidents (Out of box setting) ) almost all incidents start at the service desk.
Having 'First Queue' would be able to tell us what incidents were escalated from the service desk but if the team from the first escalation assigned to a different team we would have no visibility to that. It would be great if "Last Queue" actually captured the previously assigned queue.
On another thread I found a potential solution to our escalation reporting dilemma.
Ultimately a custom field (named Previous Queue) with Workflow - formula value PRIORVALUE( BMCServiceDesk__queueName__c) on Field update with Rule criteria ISCHANGED(BMCServiceDesk__queueName__c) looks like it is going to do the job. Thanks much to Veera Vadivelu!
Hope this helps you as well.
It is certainly a good workaround. The only issue is let's say it starts with Queue 1, then goes to Queue 2, and then queue 3 because 2 was not the right place. That would leave "Queue"=Queue 3 and "Previous Queue"=Queue 2. So can the workflow apply only to the first time it is changed?
Additionally, email created incidents that include a template name. We utilize email with template names to auto-assign Incidents via email. So in the incident history it shows our default queue but within the same date/time it has the new queue. If we report on "original queue", we would want the template-value queue and not the default email queue.
Yep, I understand. It is not a perfect solution for capturing the first queue. Multiple escalations will get lost.
Hopefully this gets you closer anyway. Good luck.