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Queue Item : "Work On" button not showing in UCI

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Posted on by Balaji Karpurapu

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Hi Team,

I am unable to locate the /Work On/ button on the Queue Item Command Bar in the UCI environment. I would like to inquire if the /Work On/ ribbon button has been deprecated in UCI. I would greatly appreciate hearing from anyone who has encountered a similar issue.

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Linn Zaw Win 3,407 on at

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Yes, the Work On button has been hidden from the Home Page ribbon.

What kind of functionality are you looking for?

You can use the Route button (3rd one in your screenshot) to assign the queue item to a different user or team as per this MS Learn documentation.

Or you can use the Pick button (4th one in your screenshot) to pick an item to work on as per this MS Learn documentation.

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Balaji Karpurapu 193 on at

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Hi Linn Zaw Win

Thank you for your response.

I have noticed a distinction between the functionality of "Work On" and "Route".

Route

Selected user/team will be assigned to both the Owner and Worked by fields.

Work On

Record owner will not be changed with the selected user/team.

Is there any workaround to avoid changing the record owner when selecting a user/team with "Route" button?

Is it possible to bring back the Work On button on the Home Page ribbon in UCI ?

Thanks,

Balaji

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