Application Assigned to Wrong Queue

Overview

Review Approval Process Entry Criteria and Steps

Issue

Reader Rx leverages Salesforce approval processes to automatically route applications to either a queue or a user. This is determined by criteria to enter into the approval process as well as the steps within it.

Solution

Review your Approval Process entry criteria and steps.

Step 1

Go to Setup, type “approval” in the search box, then click Approval Processes.

Step 2

Go to “Manage Approval Processes For”, and select Application from the drop down. Then navigate to the approval process that impacted the record in question (in this case we will use Undergraduate).

Step 3

Evaluate the entry criteria for the Approval Process.

In this example, the Application Record would need to be in the Admission Status of “Review,” the first reviewer field on the Application is Blank and the Academic Level is not equal to Masters.

If we were to go to the Application Record that was not correctly assigned, we can evaluate whether it meets these conditions. (Please note your application page layout may need to be updated, or the fields of your criteria might live on different parts of the page.)

In this example, the admissions status is correct (the first reviewer is blank, but the Academic Level = Masters instead of < > Masters. This is the reason it was not assigned properly.

To fix this as an admin, if the applicant is supposed to be an undergraduate student you can update the academic level accordingly. You might also update the program directly. But no matter the change, the application criteria needs to be updated to match the approval process entry criteria.

Alternatively, you may need to update the approval process criteria, depending on your situation.