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Suggested Answer
Fahad Shaikh asked a question on 17 Feb 2015 7:31 AM

Hi, 

We have a requirement where we need to create a case in CRM from a web portal. However, the case in the CRM should be assigned to the user who has the least no. of cases at a given time. How can this be achieved? 

Will we require to write a custom workflow activity that runs on case creation, or it can be handled by CRM configurtion? Please advise. 

Thanks, 

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Suggested Answer
Magor Kovacs responded on 17 Feb 2015 7:43 AM

Hello Fahad,

You might want to check Serive Scheduling: www.microsoft.com/.../set-the-capacity-required-for-a-service-or-resource.aspx

It has an option, Least Busy, which would coincide nicely whith that you are looking for.

In case you are supposed to do this for CRM 2011, you will need a custom workflow to do the assignment, which checks for the number of cases available users have.

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Suggested Answer
Mithilesh Kumar responded on 17 Feb 2015 7:44 AM

Hi Fahad,

The SDK Contains a similar requirement as an example, Auto Routing Lead.

You can find the sample code at

SDK\SampleCode\CS\Process\CustomWorkflowActivities\AutoRouteLead

Though it is for Lead, you can tweak it for Case.

Hope that helps

Thanks

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Aileen Gusni responded on 17 Feb 2015 8:33 AM

Fahad,

It cannot be handled by just a CRM Configuration.

You need to create a custom workflow activity or plugin.

Here is the example for the usage:

www.powerobjects.com/.../assign-owner-route-queue-using-dynamics-crm-custom-workflow

If By Role

community.dynamics.com/.../148474.aspx

And you can also check by Queue Item, concept here:

inogic.com/.../queue-enhancements-in-microsoft-dynamics-crm-leo-release-part-1

Hope this helps.

Thanks.

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Suggested Answer
Magor Kovacs responded on 17 Feb 2015 7:43 AM

Hello Fahad,

You might want to check Serive Scheduling: www.microsoft.com/.../set-the-capacity-required-for-a-service-or-resource.aspx

It has an option, Least Busy, which would coincide nicely whith that you are looking for.

In case you are supposed to do this for CRM 2011, you will need a custom workflow to do the assignment, which checks for the number of cases available users have.

Reply
Suggested Answer
Mithilesh Kumar responded on 17 Feb 2015 7:44 AM

Hi Fahad,

The SDK Contains a similar requirement as an example, Auto Routing Lead.

You can find the sample code at

SDK\SampleCode\CS\Process\CustomWorkflowActivities\AutoRouteLead

Though it is for Lead, you can tweak it for Case.

Hope that helps

Thanks

Reply