Dynamically Submit Opp Approval to a Queue

I haven’t been sleeping for about 36 hours by now, so please bear with me.

The following solution is inspired by this post.

Use Case Link to heading

Users wants to dynamically assign a user to a queue automatically, at the same time, they want to dynamically submit for approval to the queue that’s related to opp owner’s department when condition meets.

Break the Problem Link to heading

One of the things I learned from algorithm is to break down the problem, divide and conquer.

In our use case, there are 2 main problems:

Dynamically assign users to a queue
Dynamically submit the opp to a queue

Once it is broken down into those 2, it is clear how to resolve it.

Dynamically assign users to a queue: use a trigger to dynamically assign/remove users
Dynamically submit the opp to a queue : flow to submit for approval depending on certain situations

Hands-On Link to heading

What we need:

Custom Object: Approval Matrix
- This is used to map opp record and which queue it should submit to
- Utilize the Owner field on this object as the Approver, this will help us solve 2 problems:
  - Opportunity Queue (This function will come in 2022 release, if I remembered right)
  - Lookup to queue custom field doesn’t exist
Approval process
Flow-trigger: to create “Approval Matrix” record when an Opp record is created, and to update “Approval Matrix” record owner when an Opp is updated (this is probably easier to do in trigger code instead of flow)
Flow-trigger: to submit for approval when certain conditions meet, in this case, I just made it easy, when Opp Stage = Needs Analysis, then submit for approval
Custom Metadata Type : I only used this to map the department and the queue name, but you can add in more complicated conditions, for example, if a user belong to certain account, then they should be put into certain queue. You can put that logic here as well.
Trigger on User: add/remove user to the proper queue (you can also use flow, just for me, it is easier to do trigger here, sometimes, I don’t like drag and drop….)

Please also note, I didn’t bulkify my flow at all… you should always do that, I just need a proof of concept here.

Custom Object Link to heading

This is just a simple record map opp and approver queue

Notice the Owner field here, this is the field will be used as approvers. In my process, when a new opp record is created, the owner field on Approval Matrix record is automatically assigned to “Empty Queue”, this is a queue without any users. When you are doing your process, you should optimize it to auto assign to a correct queue, unless no proper queue can be found. I am just being lazy here.

Approval Process Link to heading

Your approval process would be set up like the following

Approval Process

Notice the “Assigned Approver” is set to “Related User: Owner”

The Email Template will be a VF Email Template where you can query proper records

Example of Email Template

Flow-trigger: to create “Approval Matrix” record Link to heading

Snapshot of the flow I built

Like what I said before, you should optimize the following:

Bulkify
Set the queue when you create a record too –> this will improve user experience

Flow-trigger: to submit for approval Link to heading

This will submit for an approval when the stage is changed to “Needs Analysis”

Snap of flow

Trigger on User:

Custom Metadata Type Link to heading

Here is my setup for Custom Metadata

Setup of CMDT

All we need, at least in my case, is map the department and queue here. You can make it as complicated as you can. For example, if a user belong to certain account, then they should be put into certain queue. You can put that logic here as well.

Here is the record:

Example record CMDT

Trigger on User Link to heading

Add/remove user to the proper queue (you can also use flow, just for me, it is easier to do trigger here, sometimes, I don’t like drag and drop….)

Here my code:

Trigger

trigger UserTrigger on User (after insert, after update, before insert, before update) {

if(trigger.isBefore && (trigger.isUpdate || trigger.isInsert) ) {

UserTriggerHandler.addUserToQueue(Trigger.New,Trigger.Old);

}

}

Handler

public class UserTriggerHandler {

public static void addUserToQueue(List<User> TriggerNew, List<User> TriggerOld) {

map<String, String> manager_dep_map = new map<String, String>();

set<String> keySet_dep = new set<String>();


list<GroupMember> gmLists = new list<GroupMember>();

List<String> depNames = new List<String>();


for(User_Assignment_Queue__mdt cmdt_User :[select Id,Queue__c, Department__c

from User_Assignment_Queue__mdt

]){

manager_dep_map.put(cmdt_User.Department__c, cmdt_User.Queue__c);

}


for(User usrO : TriggerOld){

removeUserHelper(usrO);

}

system.debug('depNames = '+depNames);

for(User usr: TriggerNew){


if(usr.Manager__c && usr.Department <> NULL) {

if(manager_dep_map.get(usr.Department) <> NULL){

Id qId = [select Id from Group where Type =: 'Queue' AND Name =: manager_dep_map.get(usr.Department) ].Id;

GroupMember gm = new GroupMember(GroupId = qId, UserOrGroupId = usr.Id);

gmLists.add(gm);

}

else{

Group g = new Group(Type='Queue',

Name = usr.Department + 'Team Queue');

insert g;

GroupMember gm = new GroupMember(GroupId = g.Id, UserOrGroupId = usr.Id);

gmLists.add(gm);

usr.addError('This is a new department, please setup the queue and conditions accordingly');

}

}

}

system.debug('gmLists = '+ gmLists);

depNames.clear();

insert gmLists;


}


public static void removeUserHelper(User UserOld){

list<GroupMember> DeleteGroupMemberRecord = New list<GroupMember>();

list<Id> qId = new list<Id>();

list<Id> oldUId = new list<Id>();

List<String> depNames = new List<String>();

map<String, String> manager_dep_map = new map<String, String>();


for(User_Assignment_Queue__mdt cmdt_User :[select Id,Queue__c, Department__c

from User_Assignment_Queue__mdt

]){

manager_dep_map.put(cmdt_User.Department__c, cmdt_User.Queue__c);

}

String groupName = manager_dep_map.get(UserOld.Department);

system.debug('groupName = '+groupName);

if(UserOld.Manager__c){

for(GroupMember gm:[

select Id, Group.Name, UserOrGroupId from GroupMember where UserOrGroupId =: UserOld.Id AND Group.Name =: groupName

]) {

DeleteGroupMemberRecord.add(gm);

}

}

else{

for(GroupMember gm:[

select Id, Group.Name, UserOrGroupId from GroupMember where UserOrGroupId =: UserOld.Id

]) {

DeleteGroupMemberRecord.add(gm);

}

}

System.debug('DeleteGroupMemberRecord = '+DeleteGroupMemberRecord);


if(!DeleteGroupMemberRecord.isEmpty()) {

delete DeleteGroupMemberRecord;

}

}

}

Full disclosure on the Queue setup:

Queue

Moment of Truth! Link to heading

First let’s test the user part

We have this user John Doe here, I added another field called “Manager” as a checkbox, the reason is, in this use case, there are multiple managers belong to one department. This way, it solves the problem where one user can only have 1 manager, because in this use case, there can be multiple managers. (I know, a little odd)

On user, you set the department field as how you want, in my case, I am setting it to Sales with the Manager checkbox checked, after you save, you will see this user is assigned to a queue.