Queues - Worked By Field is being cleared when moving an item from one queue to another

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Posted on by Tara C. Brown

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We are running into an issue where the Worked By field is being cleared when moving an item from one queue to another. This was not the case in CRM 2013 as we built processes around the way this behaves. We used the worked by field to assign the owner of the task. Now we can't because the field is being cleared as soon as it enters another queue. Was this by design? This causing several issues for key processes we have built on the way it used to work.

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Tara C. Brown 245 on at

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RE: Queues - Worked By Field is being cleared when moving an item from one queue to another

Yikes. We built processes on how it used to work. A plugin might not be the ideal solution as we do want the worked by cleared at a certain point but because it didn't work that way prior to the upgrade, we leveraged how it did work to build the process. Thank you for your response.
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Kokulan 18,048 on at

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RE: Queues - Worked By Field is being cleared when moving an item from one queue to another

Hi

Yes this is by design, when you route an item to a different queue, you are essentially queuing the item again for someone to pick it up. It will only set the Worked By when someone picks up from the new queue

If you do want to maintain the workedby, you can create plugin, that triggers on Queue Item Update, whenever the Worked By is cleared, it can set the previous value to it.