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Unable to easily route items to a Queue, after I created a Team for it

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Posted on by Dan_B

Hi D365 people,

I was recently asked to create Teams for Queues that initially did not have a parent team.

This seemed like a fairly straightforward task, so I duly created the teams, populated the members with the same members as those in the queues, and linked them together.

Sadly a part of our business needs to route tasks through to these queues, and they no longer appear when they go through this interface:

I did think I could get around this by changing it from Queue to Team, but it generates this error instead:

On the first routing option, if I click All records under Queue, I can see that the default is Business Queues (default) so am presuming from this that the queue is no longer a business queue once I have added it to a team?

Can anyone think of a way around this, or will I need to delete the teams I have linked to the queues?

I've carried this out for 14 queues.

Thanks

Dan

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Leah Ju Microsoft Employee on at

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Hi Partner,

1. ...am presuming from this that the queue is no longer a business queue once I have added it to a team

Yes.

Queues that linked to one team will removed from 'Business Queues (default)' lookup view automatically.

But, You can set up default views that you need for routing dialogs:

https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases?tabs=customerserviceadmincenter#set-up-default-views-for-routing-dialogs

--You can select one existing queue views or create new queue view:

--Result:

2.For the error:

The record specified cannot be routed to a team since the queueitem is part of a private queue.

As literally stated, if a task has been added to a private queue and you now want to add it to a team, an error occurs.

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Leah Ju Microsoft Employee on at

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Hi Partner,

Has the issue been resolved?

Have there been any updates? Please feel free to ask me any questions you may have!
If it has been resolved, can you mark the response as an answer?

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