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Queue was not setting for the Case where in time line it shows its created the queue item but the queue field in the case was not setting.
Hi partner,
By default, Case and Queue item is 1:N relationship, Queue and Queue item is 1:N relationship, So the Case and Queue haven’t direct relationship and there is no queue field on the Case form.
Once one case has been added to the queue, one queue item related to the case will be created under the queue, you have to click on Queue Item details on the command bar to view it.
Based on your description, one queue field has existed in case? which is one customized field?
And you want to the queue field can be populated automatically when case has been added to one queue,Right?
If so, you can refer following link, which provides one way to achieve it through flow:
(+) Can we see Queue on Case form? - Dynamics 365 Customer Service Forum Community Forum
Hi Partner,
Did you try adding the case to queue manually by clicking on 'Add to Queue' and then verify from the Queues ->View (All Items) -> Choose the 'Queue Name'. The respective case record should appear on the list with Queue Name populated for case record.
If not check if the User has permission to assign the case to Queue.
Blog : https://d365topicsbydk.com/
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Thanks.
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