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Hi Team,
I am trying to remove an from queue. What is the way to do it?
Ex: QueueX
contains case1, case2, no one picked these items,But i dont want to appear these two items under queuex.
Thanks in advance.
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Hi,
You can use case routing rule based on some condition route another user or team instead of remove , which is code less and automatic approach.
docs.microsoft.com/.../create-rules-automatically-route-cases
Hi There,
Just for some more explanation , 4 actions can be performed on the queue items as below , chose which suits your business best.
Route: This button routes the queue item to another queue or another user/ team. However, in background it actually changes the queue and Work by respectively.
Pick: Once the Cases have been added to the queue, individual users can Pick up the cases they would be working on. So, here “Worked By” of the Queue Item as well as owner of the record changes to logged in user clicking Pick button.
Release: This allows the ability to say that you no longer are working on this item. Due to this, the Worked By will be cleared and the record in the queue item will be assigned to owner of queue so that someone else can Pick that item to work upon.
Remove: This option removes the Case from the Queue altogether and you will then be required to add it back to queue using “Add to queue” option.
You can simply select queue item and click on Remove button from command bar, the item will be removed from the queue.
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