If you trash a case (or cases) in the case search, such stays assigned to an agent (if assigned beforehand). We want to make sure that any owner assignee is removed to keep the reporting clean. To achieve that we need to reassign trashed case(s) to some spam user (or the BE support user).
First of all, make sure you have created a spam queue in your account. If not you can follow this guide and make your life easier 😊
Let’s create the jobs, there will be two of those. The first one will move any case that changes the status to trashed to the spam queue. Go into the jobs settings, create a new job and choose the "reroute case to a different queue" action, then select the spam routing queue.
The second job will assign the case to the Spam user. Again create a new job, this time we choose the "Assign contact to inbox" action and again choose the user who should gather these spam cases.
Now we create the trigger, choose the status condition: trashed and add the two jobs we created. Dont forget to activate the trigger ;)
As a last step we will unassign these cases from the spam users inbox to keep everything clean :)
Back in triggers, create a new one, with the delayed execution of 5 minutes.
In the conditions choose "case Inbox Assignee" and the spam user.
Create a job to "unassign from the agent inbox" and add it to the trigger.
Now just activate the trigger and we are all done! :)
Article is closed for comments.