Queue Assignment Issues (Doc ID 2862467.1)

Last updated on APRIL 18, 2022

Applies to:

Symptoms

ACTUAL BEHAVIOR
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Queue assignment issues

When using the queue assignment screen sorting the accounts in the screen using the sort order button is not working with error message . In addition, update queue functionality also not updating the queue and follow-up date should be visible in the screen.


EXPECTED BEHAVIOR
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1. System should perform the sorting when sort order is selected and submitted.
2. While using the update queue option after performing activities within the queue follow-up dates the expectation is that the queue should update when selecting update queue button but currently this has    no effect on the queue assignment screen. It should move  down the sort order after relevant activities are completed.
3. Follow-up date should be visible in this screen.

STEPS
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The issue can be reproduced at will with the following steps:
1. Open the Queue Assignment Screen ,select the sort order and submit it. System should sort the account in the order.
2. Select the Hard Assignment Queue and check whether the account populated in the below tab are relevant to the activities performed.
3. Check the Follow-up date is visible in the Queue assignment screen.

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, users cannot have the Account sorting option in the Queue Assignment screen.

Cause

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