Hi All. I'm seeing a limitation on a workflow for a case, perhaps someone knows why or a work-around. I have a workflow that gets activated when creating a case from a case form on our website. It seems that i cannot set the assigned field to an employee or support group. When i look at my options, it only shows employees that are set as support reps in my choice of options to set. Yet, when i go to edit the case, my support/employee groups are available to assign. See below. Any thoughts on how to get around this?

Since the source record type of that drop down field is Employee I think it's limiting it to employees. One workaround you can try is to find the internal ID of the Support Group you want and then put that in the formula box instead of selecting something from the list. Sometimes that "tricks" the system into working.

@MGBC I think you're right about NS limiting the list to employees. I'll try that formula trick! thx

👍Hope it works. Cases can always be annoying to work with in Workflows...for some reason things never seem to work as they would on other records.

@MGBC BINGO! thanks so much, great idea. We use cases a lot for handing website requests and then routing/assigning them to the proper sales people. So many headaches, but once worked out, cases are a great generic vehicle for many things. With all the built in reminders plus dashboard capability, it works nicely. thanks again.