Innovate with AI-driven insights
Create virtual agents, empower managers with actionable insights, and guide agents to the right outcomes.
Dynamics 365 2019 release wave 2 plan Discover the latest updates to Dynamics 365.Release Plan | Weekly Deployment Notes
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants.Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements.
ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance and Operations TechTalks | Customer Engagement TechTalks | Talent TechTalks
hey there, I would really appreciate if someone knows how to fix it. When a case is in a service queue and the owner is a queue owner. The particular user will open the case (for example) find it by the relevance search. The ownership ist still queue owner. I need to change it. So when the user open such a case, then he / she is an owner immediately. Workflow? Coding?
There is OOB functionality available in D365. When a person finds a particular case or account record in the queue, Click on Pick button at the top. It will assign the case record to logged in person.
Please see the next answer
I think you would have to rethink the logic of security and make sure that a user only has the right to modify his own incidents. In this case he had to pick the case on the queue item before treating it . Please verify for this account :)
1) When a user picks a queue item (case record) from queue then the CRM will automatically assign the user ownership of the record.
- Few things to consider in your approach
1) When a user picks queue item from the queue they can remove the item from the queue (Otherwise with your requirements if someone else tries to open the record then the ownership will change to that user).
3) for plugin you can capture "Retrieve" Message ( not recommended)
Business Applications communities