"Error:Hidden field value (not shown) duplicates value on record: " when a Process/WF attempts to change Record Owner to an Omni-Channel enabled Queue
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Known Issues · Fixed

"Error:Hidden field value (not shown) duplicates value on record: " when a Process/WF attempts to change Record Owner to an Omni-Channel enabled Queue

Process Builder

Last updated 2022-02-10 ·Reference W-2737553 ·Reported By 42 users

Fixed - Winter '17

Summary
When an entity's Owner field gets updated through a workflow/process to a Queue that is enabled for Omni-Channel, a uniqueness error is produced, like:
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"Error:Hidden field value (not shown) duplicates value on record: "
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Repro
0. In an org with access to both Omni-Channel and Process Builder

1. Enable omni-channel

2. Create a Service Channel for Leads

3. Create a Routing configuration

4. Create a Queue for Leads, and assign it the Routing Configuration created in #3

5. Using Process Builder, create a Process on 'Lead'. The process criteria can be anything (or no criteria). Add a Update Records action to update the Lead OwnerId to the Id of the Queue created in #4. Activate this Process.

6. Create a Lead that meets the criteria of the Process created in #5, or edit/save an existing Lead which will trigger that Process. Error occurs on save of that Lead.

Workaround
Use an alternate method to assign records to Omni-Channel enabled Queues, such as Assignment Rules or Apex.

Reported By (42)

Allen Mann Navin Muneesamy Scott Shouse Karoline Søndergaard Sass Team Lease Admin Rebecca Davis Colin McGregor Cassie Fish Sneha Agrawal Nina Gronowska Stephanie Foerst Ivan Todorov Judy Tang Nina Gronowska Kevin Hamilton Shane Hayes Com Orders Eric Jaskolka Ajay Kulkarni Stefan Venza Lavanya K Amy Lau Scott Shouse WMP Consultant5 Niko Smrekar Deon Stevenson Peter Alcock James Winter Josh Butler Stevano Cheung Ben Irvine Juergen Schneider Warren Walters Nehul Malhotra Jeremy Clegg Søren Landschultz Matthew Miller Adriana Rodriguez George Glass Vinod Agrawal Kevin Bruss Greg Jacobi

Is it Fixed?

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