Work items do not route when automation tries to access AgentWork.OriginalQueueId field
Last updated 2019-06-15 ·Reference W-5755175 ·Reported By 8 users
Triggers, flows, and processes fail when the Automated Process user attempts to access AgentWork.OriginalQueueId field.
In a demo LA implementation, create a sample apex trigger. Add this line of code to the trigger:
System.debug([SELECT Id, OriginalQueueId FROM AgentWork LIMIT 10]);
This line simulates the automated process user accessing the AgentWork.OriginalQueueId
Save this trigger and initiate a chat
Make the agent online in Omni
Notice no incoming chats. Debug logs capture error.
Trigger throws an error: "System.QueryException: No such column 'OriginalQueueId' on entity 'AgentWork'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names.".
Comment/Remove the debug line and the trigger would work fine and the chat would be initiated correctly.
None at this time.
Is it Fixed?
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