[Status Based] "Insufficient access rights on cross-reference id" when reassigning a previously routed object from a non-omni queue
Last updated 5 days ago ·Reference W-11862963 ·Reported By 4 users
Agents are unable to change ownership of an object that was previously routed through Omni when the current owner is a non Omni queue and the routing configuration has been removed from the previously used queue.
Users cannot change ownership of the object
User should be able to either directly change ownership of the record or to accept it
Here the issue is not with the creation of a new PSR based on the previous routing info. It rather has to do with the creation attempt of a new AgentWork, that happens without the need of a new PSR, which still uses the info from the previous routing. Since the routing config is missing, the the agent work cannot be created
1: Enable Status Based capacity model
2: Create a queue (CaseQueue) to route Cases to.
3:Assign a routing configuration to it.
4: Configure a Case Service Channel for Status-Based
5: Route a case to the queue.
6: Go online with an agent. The case is routed--> accept it
7:Now change owner of the case to a non-Omni queue
8: Navigate to setup and remove the routing configuration from the previous queue used to route the object to the agent(CaseQueue)
9: Navigate back to the console and change owner of the case to the user or click on the "Accept" button on the record- the following error will be prompted "Insufficient access rights on cross-reference id"
Assigning a routing configuration back to the Queue solves the issue
Is it Fixed?
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