Queue item Status Still Inactive , after reactivating a case

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Posted on by NKC

In CRM 2011 When a user resolves a case and re activates agains case status becomes obviously active but queue item status becomes inactive , this is misleading? Is this a bug or ....? any ideas how to activate queue item as well?

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Are you creating the Queue Item via a workflow rather than using the standard Add To Queue functionality? This could be why it isn't automatically modifying when the Case is modified.

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This issue occurs for me even when no workflow creates the queue item and I simply close, then reactivate, the Case.

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NKC on at

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I think its default behaviour?

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Abe Saldana 390 on at

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Yes I understand the point, however the case was reactivated and not reassigned to the Queue, or no user is Working on the Case, for that reason the QueueItems record is not been re-activated;

I think one way to reactivate will be to create a workflow or a plugin depending on the case status reactivate the relationships with the Queue assignment and last person working on the Case.

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Best (only?) way I can see is to create new queue items for the objects in question

This should help for 2011:

http://www.crmsoftwareblog.com/2011/03/adding-records-to-queues-with-workflow-in-microsoft-crm-2011/

For 2016 (365) it's similar, just create an on demand workflow off the record type you're referencing in the queue items (eg. email)

1) Create a wokflow on email.

2) In this workflow, do a create step: 'create: queue item' and

3) populate the *[queue field] with whatever queue you now want this email to be queued in. Populate the *[queue item field] with the email object itself: {Email Message(Email)} from dropdown.

Just chekbox all the emails you want to apply this and run.

When you return to your queue, it will now have the relevant queue items again.

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