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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / OnDemand Workflow for ...
Microsoft Dynamics CRM (Archived)

OnDemand Workflow for Queue Items (CRM 2011)

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Posted on by helche 155

Hi there,

I'm trying to create a workflow on demand which creates an activity for a case, changes the owner of the case and at the same time cleans up the “Worked By” field of the queue Item.

Because of the “Worked by” field I needed to create the workflow basing on Queue Item and so I did, BUT: I made several tries, no way that I get this workflow shown in the list of on demand workflows when a queue item is selected.  I’m quite new to CRM and so I wonder: is it not possible at all to use on demand workflows for Queue Items? If not is there a (simple) way how I can empty the “worked by” field using a workflow on the case entity.

Thanks a lot in advance!

Silvia

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  • Verified answer
    Logan Profile Picture
    Logan on at

    Yes, You cannot run the On-demand workflow here because there would be different types of queue item in the queue item view. (For E.g :- Phone call / Email / ect...) and your workflow is based on Primary Entity "Queue Item" and not on Phone Call or emails.

    In your case you cannot create a workflow on case entity because it does not have the "worked by" field to make changes.

    If you really don't want to have "Worked by" field and its value, you can remove this from the Queue item form from Customization.

    Other way is to write a custom workflow.

    Thanks,

    Nadeem

  • helche Profile Picture
    helche 155 on at

    Thank you so much Nadeem! Now I finally understand why it is not possible to have on-demand workflow on the queue items!

    In the meantime I have found a solution for my workflow: basing it on Case, I can create a new queue Item (where I cannot empty the work-on field), but in a next step I can update the Created Queue Item and here it is possible to empty the field!

    Thanks a lot for your answer.

    Silvia

  • Logan Profile Picture
    Logan on at

    Your Welcome Silvia,

    Glad to know that you were able to fix it.

    Regards,

    Nadeem

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