Genesys Cloud - Main

Hello Team - I have a scenario where the workitem starts with a default queue and then we need go move it to different queue. To achieve that I am using update workitem and then updating workitem.workitem.queue to new value "new-queue, bit in the workitem view it still remains in the old queue, and doesn't update to the new queue.

kindly help.

warm Regards 

#DigitalChannels

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Shakti Joshi
Accountant
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Hi Shakti,

This might be a good question to ask in the Genesys Cloud Developer Forum.  But could you also confirm how you are updating the workitem, e.g. which API you are using etc?

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hello Samuel - I am trying to update the queue from the architect.

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Shakti Joshi
Accountant
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Original Message:
Sent: 02-06-2025 11:32
From: Samuel Jillard
Subject: Update Queue for workitem

Hi Shakti,

This might be a good question to ask in the Genesys Cloud Developer Forum.  But could you also confirm how you are updating the workitem, e.g. which API you are using etc?

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Any luck with this Shakti?

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Vaun McCarthy
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Hello Vaun - Yes, I was able to make it work , You need to follow below steps:-

1. You need to disconnect the Workitem in the architect flow.
2. Next you need to update the workitem using Workitem.Workitem.status= Escalate (This you only do if you are moving it to an escalate status)
3. User Tranfer to ACD and then use the Queue where you want to transfer.

The key is that you first disconnect the Workitem and then assign it to the Queue.

Warm Regards

Shakti Joshi

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Shakti Joshi
Accountant
------------------------------

Original Message:
Sent: 05-18-2025 21:50
From: Vaun McCarthy
Subject: Update Queue for workitem

Any luck with this Shakti?

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Vaun McCarthy
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Thanks Shakti, I assume this works when you use automatic state change rules as well that trigger calling the workflow?

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Vaun McCarthy
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Original Message:
Sent: 05-19-2025 16:30
From: Shakti Joshi
Subject: Update Queue for workitem

Hello Vaun - Yes, I was able to make it work , You need to follow below steps:-

1. You need to disconnect the Workitem in the architect flow.
2. Next you need to update the workitem using Workitem.Workitem.status= Escalate (This you only do if you are moving it to an escalate status)
3. User Tranfer to ACD and then use the Queue where you want to transfer.

The key is that you first disconnect the Workitem and then assign it to the Queue.

Warm Regards

Shakti Joshi

------------------------------
Shakti Joshi
Accountant
------------------------------


Original Message:
Sent: 05-18-2025 21:50
From: Vaun McCarthy
Subject: Update Queue for workitem

Any luck with this Shakti?

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Vaun McCarthy

Hello Vaun - Yes, This has worked with automatic state changes triggered by rules too.

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Shakti Joshi
Accountant
------------------------------

Original Message:
Sent: 05-19-2025 22:46
From: Vaun McCarthy
Subject: Update Queue for workitem

Thanks Shakti, I assume this works when you use automatic state change rules as well that trigger calling the workflow?

------------------------------
Vaun McCarthy
------------------------------


Original Message:
Sent: 05-19-2025 16:30
From: Shakti Joshi
Subject: Update Queue for workitem

Hello Vaun - Yes, I was able to make it work , You need to follow below steps:-

1. You need to disconnect the Workitem in the architect flow.
2. Next you need to update the workitem using Workitem.Workitem.status= Escalate (This you only do if you are moving it to an escalate status)
3. User Tranfer to ACD and then use the Queue where you want to transfer.

The key is that you first disconnect the Workitem and then assign it to the Queue.

Warm Regards

Shakti Joshi

------------------------------
Shakti Joshi
Accountant


Original Message:
Sent: 05-18-2025 21:50
From: Vaun McCarthy
Subject: Update Queue for workitem

Any luck with this Shakti?

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Vaun McCarthy