Hi

Here's our scenario:

1. A case is resolved and after approval, is now to be closed.
2. Before closing, we would like to inform Accounts to raise an
invoice for this case.

How do we go about doing this using Workflow?

I've set up a workflow that triggers on Change of Status, basically
checking the Case status changing to Resolved.

When that happens, we assign the case to a queue we created for this
purpose. We tested that and it fails. I suspect that's becoz we cannot
assign a case to a queue - is my assumption correct? Or is there
something we didn't do right?

I googled and found some postings that mentioned creating an activity
and assigning that to a queue. That makes sense. I can create a new
activity (called Billing) and assign it to the Billing queue.

but then I found out I can only assign the activity either to
1- the case owner
2- the owner's manager
3- or a specific user

Since the Accounts unit may have different users, I would prefer to
assign it to the Billing queue and then assign the queue to all
Accounts users and let them pick up the activities. But how can I
achieve this using Workflow?

Is there a better approach?

Thanks,
Jeffrey




CORCEL SYSTEMS SDN BHD, www.corcelsystems.com
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