1 Reply Latest reply on May 31, 2019 6:43 AM by Amit Jaiswal

    Enabling Queues and Staff Members - Which QuickViews must be modified?

    Sam M Cohen
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      When enabling assignment of Records to Both Queues and Staff Members, multiple documents make it ambiguous as to whether to review/modify

      • all QuickViews
      • just "custom" Quickviews (as the OOTB QuickViews can't be edited)
      • all QuickViews for where the Owner_ID  is in use, meaning it likely needs extension to the queue membership (aka Staff field).

       

      1. Does it need to be considered for "all" custom QuickViews, shared or personal (aka, My QuickViews)?  I assume (but that can be problematic) yes
      2. Do OOTB QuickViews ever need to be considered, or will that occur as part of enabling Queues and Staff Members?
      3. Is it a fair assumption that if an existing QuickView does NOT refer to Owner ID, that there is no need to update it?
        • 1. Re: Enabling Queues and Staff Members - Which QuickViews must be modified?
          Amit Jaiswal

          Hi Sam,

           

          When you enable Staff/Queue, the Owner ID fields starts storing the "Queue" and Staf stores the Staff (provided the record is set to a Queue).

           

          So you are correct, only those QVs who have criteria need to be reviewed which has condition based on Owner ID. If the QV is supposed to run for a staff and if you find Owner ID - Me or any other Staff user, then instead of Owner ID, Staff field can be checked or BOTH can be checked with an OR.

          I don't think the OOTB QVs would need any change.

           

          Thanks

          Amit