Closed Cases Visible in Active Queues

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Posted on by Community Member Microsoft Employee

Hello,

We have been having a problem with few Cases (4) which are visible in a specific Active Cases Queue. We are not sure what's the issue in here. I manually removed the items from the queue and I don't see these items in the queue. However, other users have confirmed they are still able to see these cases in the queue. I confirmed the queues filter criteria which only displays Active Cases and Cases do not have any data in Queue Item details.

Queue item filter:

Case Queue item association shows nothing:

Same thing with all 4 Cases. Not sure what should I do to fix their views.

Please suggest.

Thank you

Harsha

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Answers (1)

Community Member Microsoft Employee on at

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RE: Closed Cases Visible in Active Queues

I personal made sure everyone do that and still they were able to view those records. As we didn't want any changes to the View conditions, I asked them to manually remove these queue items from the queue.
Community Member Microsoft Employee on at

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RE: Closed Cases Visible in Active Queues

Hi Harsha.D,

It's so strange.

Other users still can view queue items you deleted in related cases?

It may be a cache issue, maybe you can ask them to clear their browser cache and log in with privacy mode.
Community Member Microsoft Employee on at

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RE: Closed Cases Visible in Active Queues

I am not sure about one thing. I manually removed these Cases from the queue. I don't see these record in my queue, but other users can. Managing the filters of the queue items is an option, but I am not sure why the views for other users didn't update.
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Community Member Microsoft Employee on at

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RE: Closed Cases Visible in Active Queues

Hi Harsha.D,

The filter in queue item sub-grid that you have shown is likely to be filtering the status of the Queue Item record, not the Case record.

Queue Item is a separate entity, with it's own Status and Status Reason, Queue Item records reference other records via the 'Object' field.

For example: Case is closed but queue item is active, so it can be shown in the queue item sub-grid of the queue form:

So you need change your filter to use a sub entity filter, and remove the filter for the Queue Item itself:

"Object (Case)" > "Status" Equals "Active":

Or you can try to create a workflow to make the Queue Item as Inactive when the related Case becomes resolved.