Share Queue Items to a Team

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I need to I have the following situation:

Users have User level read access to Queues
Users belong to teams
Queues are owned by Teams.

The Users needs to see the Queue items of the Queues which are owned by the teams they belong to. However, users are not able to see any queue items unless the Queue is shared with a team (in this case the same Team that is the Queue Owner). Sharing the Queue with the Team accomplishes the need, but it feels wrong. Is there a better approach.

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mscrmba on at

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This may or may not be the answer, but hopefully it's of some use.

What version of CRM are you running?

If you're using CRM 2013 SP1 (or CRM Online Spring ‘14 or possibly more recent versions as well), you'll only see business queues in the inline lookup by default. Business queues only include user-created queues and leave out all user and team queues. When you choose Look Up More Records in the inline lookup, by default, you'll see the business queues because Business Queues is the default view. You can't set a different view as the default view. To choose a different queue than a business queue, in the Look Up Records dialog box, in the Look in list, choose the All Queues view.

In the Queue list, a user can choose one of the following options to filter items based on queues:

◾<Individual Queues>

◾All Queues

◾All Public Queues

◾Queues I'm a member of

Microsoft Dynamics CRM lets you create two types of queues. Create private queues with limited set of members to let only those members view the items in the queue. Create public queues to let everyone in the organization view the items in a queue.

See the following links for more details:

* www.microsoft.com/.../set-up-queues-to-manage-activities-and-cases.aspx

* www.microsoft.com/.../find-what-s-assigned-to-you-in-a-queue.aspx

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Community Member on at

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Thanks for the reply. We found a work-around for the current issue, but I appreciate the further details & links.

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Royal King 27,686 on at

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Just curious to know what is the work around?

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Community Member on at

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David,

Could you please share the workaround you implemented. Will be helpful for the forum participants.

best wishes,

harihar

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