Hi, on the agent desktop, the cases pulled from the queue and then canceled are only being displayed for the current operator(agent) that pulled them from the queue. The rest of the agents can't see them on their agent desktop.
How can I change it so that all agents will see the same cases uniformly on their agent desktop?
The mentioned situation occurs according to the OOTB logic and the configurations set for the Queues. As an example, if you have filter "Assignee is not filled in" for the queue then when the agent opens the case from the queue, it is being automatically assigned to the agent (expected behavior).
For the case to be put back into the queue, the agent needs to press "re-queue" button. Also, let me mention, that the case won't be re-queued immediately, but within update frequency specified in queue's settings.
But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.
But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.
By a default while clicking the [ Re-queue ] button (to put off processing the case), the [ Agent desktop ] section will be displayed again. The postponed case will be placed at the end of the queue regardless of the set record sorting rules in the queue.
By clicking the [ Cancel ] button (to cancel processing the case), you will as well return to the agent desktop and the case will be queued back to the same position it had before you started processing it.
If the issue persists despite the mentioned above recommendations, please email us at support@creatio.com, so we will be able to check the corresponding configurations and advise in more details.
By clicking the [ Cancel ] button (to cancel processing the case), the case is displayed only to the operator that pulled it from the queue. This is what my problem is about. The main problem is that the same case that was canceled (let's say by me) will not be displayed for the rest of the agents on their agent desktops!
We are trying to automate the assignment of user/agent(Operator) in Queue when a queue item is inserted from a object using C#. When we are trying to debug the code on object onInserted mode it is not hitting the breakpoint.
Firstly please check the "QueueItem" object and set up checkboxes according to your further events
If you activate this checkbox (on Updating as you need) you will see new field below which was generated automatically. The value of that generated field will be used as trigger for the object process. In your case the override method will be "IsInserted" , where your logic is implemented.
We did the same thing here, but we are unable to debug the code in VS, We put a break point on method OnInserted() mode but it is not hitting the break point when a QueueItem record is inserting, but somehow it is inserting in DB.
I am configuring an Agent Desktop that allows me to process emails and sort them into different queues based on what the email is in regards to.
The process that runs for the queue opens an edit page and allows the user to view the email. I have added a business process to the page that users can launch to open another edit page but when I activate it, the page doesn't open. I can only see the process start in the business process tasks panel in the communications panel on the right side of the screen.
Is there a way I could start a business from the queue page and have the open edit page replace the email screen?
Processes can start in the background and if they are they could behave like this. Please check that "Run following elements in the background" checkbox is unchecked for start element and the element that should open the page. You can read more about this checkbox here: https://academy.creatio.com/documents/technic-bpms/7-15/simple-start-event
Add a new tab and add the newly created detail to the tab via Section wizard. There is an opportunity to add filter to the detail via JS development. Please find the example in the article by the link below:
Thanks again for the reply but it does not achieve what I want.
I want to create a new tab based on the *case Section*.
Another example to clarify my goal is to have a second tab that contains all the accounts. It has nothing to do with queues. (this is not my goal, this is an example)
If we look at the code from the link you send me we can see that "Queues" is being used:
var esq = Ext.create("Terrasoft.EntitySchemaQuery", {rootSchemaName: "Queue"});
