Notifications
Announcements
I need a workflow when a user set a time off calendar, it should not assign the case to him. Any idea how to achieve that?
Elie
Hi partner,
Did you set work hours for user?
If so, we could only get the work hours of user through code.
Please refer to this doc.
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/sample-query-working-hours-user
From the above doc we could get that using "QueryScheduleRequest " could help us get the user workhours, and then create a custom workflow to check when a case is assigned to this user, is he in work hours.
QueryScheduleRequest
Regards,
Leo
Thanks Leo, I want to keep it simple and not through coding.
The idea is when a user set Time off (within his user), i need to update the field Available (under user)
That would work fine for me. However i'm not locating the correct entity to run the workflow based on it
Regards
Thanks for your explanation :-)
Which kind of the workflow do you want to trigger?
1.If you want to update the field under user after set time off.
Unfortunately we could not trigger workflow automatically after setting up time off in D365 so you should to update the filed manually.
2.If you don't want the case to be assigned to user who is time off, and since you have a field under user to reflect the status of user(time off or working), you just need to create this workflow on case entity and trigger it when a record is assigned.
If my understanding is not correct, please feel free to let me know.
You need to assign work hours to the user. That way they would not be assigned cases once their work hours are complete.
Please can you elaborate more? do i need to customize anything else than setting work hours? how do you configure work hours?
If an agent is going to vacation, how he/she can define this and where?
Hi EliAJ,
I tried to set a workhour for a user and assign a case to him during his off hours and the case could still be assigned to him which means there is no OOB way to archive your requirement.
If you don't want to use code to do this, please raise a ticket or Idea to Microsoft for more professional help.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Tom_Gioielli 24 Super User 2025 Season 2
TAHER Mehdi 14
