Summary
The behaviour of changing a workitem's queue while it is queued for assignment (assignmentState = AcdStarted) is changing.
- Previously: Moving a workitem to a different queue while it was queued for assignment (AcdStarted) was rejected with HTTP 409 Conflict. The only way to re-route was to cancel ACD routing first and then re-queue as separate steps.
- After this change: A queue transfer is allowed while the workitem is queued for assignment. In a single request the workitem is moved to the new queue and ACD routing is restarted on it.
Effective Date
Monday, September 21, 2026
Details
When a workitem is queued for assignment but isn't getting picked up (e.g. the target queue has no available agents, or the work needs to go elsewhere), there was previously no way to move it to a different queue in that state - the request was rejected. Users had to cancel ACD routing and re-queue as two separate operations. This change lets the queue be updated in a single request while the workitem is queued for assignment; the service cancels routing and restarts it on the new queue automatically.
Customer Impact
- Previously: Requests to change a workitem's queue while queued for assignment were rejected with HTTP 409 Conflict.
- After this change: The queue transfer is allowed while queued for assignment.
- Note: A single request emits two Kafka events — first AcdCancelled, then AcdStarted with the new queue.
How to trigger: Send a single PATCH to the workitem, including the queue-assignment operation together with the new queueId:
PATCH /api/v2/taskmanagement/workitems/{workitemId}
{
"assignmentOperation": "QueueAssignmentAlerting",
"queueId": "a349f8a4-3a01-4c77-93af-84decf7eedaf"
}
On success the workitem is moved to the new queue and ACD routing is restarted, emitting two Kafka events: AcdCancelled, then AcdStarted with the new queue.
A plain queue update (sending only queueId, without assignmentOperation) while the workitem is queued for assignment is not supported and will still be rejected. The QueueAssignmentAlerting operation must be included.
Impacted Resources
PATCH /api/v2/taskmanagement/workitems/{workitemId}
Issue References
WORKITEMS-8262
WORKITEMS-8772
Contacts
@Saurav Kumar Mehta @Caoimhe Rice Please reply to this announcement with any questions. This helps the wider developer community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly. Thank you for your understanding.