Extending Remedyforce: Queue Managers

A common request from Remedyforce customers is to have the ability to designate a User as the manager of a Queue which can be used in a variety of ways:

  • Better reporting for managers that oversee multiple queues.
  • Easy dynamic workflow escalation notifications setup
  • Dynamic Remedyforce SLA milestone notifications

The issue customers run into is that the Queue object does not allow custom attributes like most other objects do. So there is no way to link a user as a manager.
The workaround for this is to create a wrapper object that stores down the Queue Id and the Id of the manager from the User object. This allows the mapping of a Queue to a User.
QueueManagers1
Then every time the queue changes on an Incident, the Queue_Manager field will be updated to the corresponding user in the mapping object.
QueueManagers2
This Queue manager field can be used in workflow rules as well as the Remedyforce SLA Milestone to send notifications.
SLA Milestone example:
QueueManagers3
Workflow Rule example:
QueueManagers4
Package Link Included:
https://login.salesforce.com/packaging/installPackage.apexp?p0=04ti00000005vZv
For sandboxes use:
https://test.salesforce.com/packaging/installPackage.apexp?p0=04ti00000005vZv
Edit: GitHub hosted Source Code:
https://github.com/cparkerdev/Remedyforce-QueueManagers
Tested on Remedyforce version 201202.17.18
Code is provided at no cost with no support.
If there are any questions please feel free to leave a comment.
Collin Parker, RightStar Systems

2013-06-21T18:39:52+00:00June 21st, 2013|RF|