Pick and Removing Can't be processed at the same time. To pick this queue item, please unselect the option for removal.
Scenario At my work, I was assigned a task to automatically route the case to a queue member who is currently assigned fewer cases. Development was completed and after detailed unit testing, it was released to UAT for QA to execute their test cases. It worked absolutely fine on the first day of QA. But, stopped working all of sudden. Problem Statement The cases stopped routing automatically to the queue member. Also, when manually picking the queue item from the queue and selecting remove from the queue to YES, the below error was popping up. Solution So after spending hours on the internet to find out the reason behind it. We couldn't find any solution. However, while doing a comparison between queues available in DEV and UAT, we find out that someone enabled "Automatic Work Distribution" (AWD) in queues available at UAT. Which is specifically for Omni Channel and that was stopping to remove the queue item as soon as it is picked up by someone. So as soon as we disabl