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CyclebiffCyclebiff 

Escalating Back (change owner)

When escalating from status "Tier1" to "Engineering", Auto Assign rules work well by assigning to an Engineering Queue.

 

Currently, when changing status from "Engineering" to "Tier1", Auto Assign rules assign the case OwnerID to the Tier1 Queue.

 

Question: Is there a way, using Auto-Assignment rules or APEX, I can escalate back to the original OwnerID who changed the status initially?

 

I've created a field, "Escalated_By" which is currently populated manually (I think I've gotten APEX class working that populates this field in my dev environment). I'm unsure how to update the case's OwnerID automatically if Escalated_By is not null.

 

Any suggestions?