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Bulk Assign Cases – How to show partial success and user-friendly errors?

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Posted on by CU15012009-0

We are using Dynamics 365 Customer Service (OOTB, Dataverse).

A manager selects multiple cases (e.g., 5) from a grid and assigns them to one user.

Current OOTB behavior

If one or more cases cannot be assigned (e.g., target user lacks privileges, case in invalid state), Dynamics shows a technical error like:

“Assignee does not hold the required privilege… OTC=4 …”
The error does not tell the manager:
- Which cases were assigned
- Which cases failed
- Why they failed (in business terms)

This is not usable for business users.

Expected behavior

Allow partial success
Clearly tell the manager:
- How many cases were assigned
- Which cases failed
- Simple reasons (e.g., “Handler not authorized”, “Case already resolved”)

Question
How are others achieving this in Dynamics 365?

Is there any OOTB-supported way to handle partial success and friendly messages?

Looking for best-practice approaches used in real projects.

Categories:

Dynamics 365 Customer Service

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Inogic 743 on at

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Hi,

This is not possible using the out-of-the-box Assign button.
The Assign button in d365 is a platform-controlled operation. It runs as a single, transactional request and does not expose any supported extension point to:

control record-level success or failure, or

customize the success/error message shown to the user.

When multiple records are selected, the Assign operation is executed as one request, and if any record fails (for example due to missing privileges), the entire operation fails and only a single system error is returned. This behavior cannot be changed or configured.
There is also no supported way to:

change the OOB Assign button,

override its dialog,

or show partial success / failed message.

Because of this, no OOB or supported customization exists to achieve this requirement directly on the Assign button.
Supported approach
If the requirement is to:

assign records individually,

continue when some records fail,

and show a clear summary to the user.

Then the only supported solution is to create a custom command (custom Assign button) that replicates the Assign functionality and handles the logic record by record.

This requires custom development, and the OOB Assign button cannot be reused or modified to achieve this behavior.

Hope this helps.

Thanks!

Inogic

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André Arnaud de Cal... 303,273 Super User 2026 Season 1 on at

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Moved the question from the Dynamics 365 General to the Dynamics 365 Customer Service forum.

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