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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / 2013 SP1 unexpected be...
Microsoft Dynamics CRM (Archived)

2013 SP1 unexpected behavior when re-assigning a case

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Posted on by Community Member

Hello all, 

The following steps appears to display some odd behavior:

  • Create a case 
  • This creates a queue item in a support queue via a workflow so users can monitor the queue 24/7
  • Re-assign the case to a new owner 
  • The 'Queue Item' now belongs to the new owners queue instead of just staying in the support queue!!! 

For a moment I thought this was standard behavior but now I think it is a bug. I have tried to replicate this behavior in other systems and cannot manage it. The system this occurs on is CRM 2013 SP1 on Premise. 

No Javascript, business rules, additional workflows or plugins. 

Any help would be greatly appreciated. 

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: 2013 SP1 unexpected behavior when re-assigning a case

    Is the new owner also a member of the support queue? If not then the item will not be visible in the support queue.

  • Community Member Profile Picture
    Community Member on at
    RE: 2013 SP1 unexpected behavior when re-assigning a case

    Hi Vikas,

    Good suggestion. i will check this in the next hour and come back to you.

    Thanks.

  • Community Member Profile Picture
    Community Member on at
    RE: 2013 SP1 unexpected behavior when re-assigning a case

    Hi Vikas, Thank you so much for your help. Unfortunately this made no difference and we are still seeing the same behavior. I think we may need to log this with Microsoft.

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