Basically you want to create an incident rule that sets the assigned_to_worker_id equal to the web queue when the assigned_to_worker_id = Robert.

How did you create an incident rule for cover all the queue?
basically when both are same worker, but not same queue, how did you overwrite this?
can you show me the query?

Thanks.

Lillian

With the information you need to modify there I'm not sure how you would do it with an incident rule. 

However I was able to build  query to get a report on that. 

select hd.workitem_number,
mwv.queue_name AS 'Modified',
awv.queue_name AS 'Assigned'

From dbo.HD_workitem_current_view hd
JOIN HD_worker_view awv ON awv.worker_id = hd.workitem_Assigned_to_worker_id
JOIN HD_worker_view mwv ON mwv.worker_id = hd.workitem_modified_by_worker_id

Where mwv.worker_queue_id != awv.worker_queue_id
AND awv.worker_is_virtual != '1'
AND awv.worker_status = 'a'
AND hd.workitem_status_lookup_id != '600'
AND hd.workitem_action = 'Assigned'

 You could use that Query to build a Notification Policy so you could schedule modifying the incident to an "unassigned" status.  It's a pretty powerful concept to you might want to be sure it is something you want to do.

The where statement breaks down like this:

Where modified by worker's queue is not the same as the assigned to worker's queue
AND the Assigned to worker isn't a queue
AND the worker is active
AND the incident isn't closed
AND the ticket is being re-assigned (this is to prevent stuff like making a note on another team's queue from changing the assignment)

If you need further help, let me know.  In the meantime I'll try to write an article with a step by step example of how to set this up.