Moving an email to a different queue

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Posted on by ebias

Hello everyone,

I need to move queue items from one queue to another as they are created. I've built a workflow with the necessary conditions to select the queue items that need to be moved, but not sure how to proceed. I tried an Update Record step but the Queue field is disabled. I found the following: https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/177920/moving-emails-from-one-queue-to-another?pifragment-97030=1 but the way it's addressed here is by creating a new queue item in the target queue, which doesn't leaves the original in the original queue (and as it's also pointed out, there's no way to remove the queue item from the queue using workflow).

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Are there any better options other than doing this and creating a separate job to clean up the original queue?

Thank you,

Enrique

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Bipin D365 28,983 Moderator on at

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RE: Moving an email to a different queue

Hi,

You should be able to achieve your requirement with AddToQeuue request.

See below docs for sample code by mcirosoft.

docs.microsoft.com/.../sample-add-record-queue-early-bound

Please mark my answer verified if i were helpful

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LuHao 40,890 on at

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RE: Moving an email to a different queue

Hi ebias,

We will use AddToQueue action of workflow.

In the workflow, after setting the condition, add step Perform Action.

Select Action to AddToQueue.

Click Set Properties, select Dynamics 365 {Queue(Queue Item)} for SourceQueueId, {Object(Queue Item)} for Target, select the queue that the item will be moved to for DestinationQueueId.

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ebias 27 on at

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RE: Moving an email to a different queue

Thank you Lu Hao, that worked!

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