- The Case scheduler settings need to be run by a system administrator. It creates custom settings (Case Scheduler settings) and a Queue (JB_Case_Scheduler) that the application uses as temporary owner for scheduled cases.
- JB Case Scheduler adds several new fields to the Case object. The amount of Custom fields on objects are subject to limits.
- At this moment users can re-activate to any Case enabled queue
- For tracking/milestones/entitlements: JB Case Scheduler does not change case status, it only changes the owner to a waiting queue. Make sure to modify any escalation logic in order to prevent scheduled cases to appear before their scheduled date. Refer to the fields JB Case scheduler creates to evaluate which data points to use.
- Reactivation of a case to a user or non omni channel queue will not register in omni channel time tracking
- Reactivation of a case to an omni channel queue will put the case in the back of the queue. If you need these cases to be handled with priority make sure to send them either to a queue that has more priority or set-up secondary routing prioirity in omni channel.
- Scheduling a case and reactivation of a case (manually or by automation) triggers a chatter post. If you have Digital experiences configured you may want to include the case scheduler messages in the automations you use to control visibility.
- Reactivation is controlled by a batch process that reschedules the process at the interval you set in settings. Rescheduling happens after the batches have processed. This is an async process, if large amounts of cases are processed, or if the async processing is delayed, this may result in a slight delay in the next scheduling run.
Considerations for admins
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