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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case behaviour in deac...
Microsoft Dynamics CRM (Archived)

Case behaviour in deactivated (then reactivated) queues

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Posted on by Community Member

Hi

If a queue contains cases and is deactivated and then reactivated.  The cases are still recorded as being part of that queue individually (from the case screen) but are not listed in the queue as a queue item.  Is there a way of recovering the queue items?

Thanks

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I have the same question (0)
  • Yadnyesh Kuvalekar Profile Picture
    Yadnyesh Kuvalekar 4,102 on at

    Can you provide screenshots of case form where you can see queue and screenshot of queue items where you are not seeing case as queue item?

  • Community Member Profile Picture
    Community Member on at

    Thanks for getting back to me.

    It won't let me paste a screenshot on here I'm afraid

  • Suggested answer
    Yadnyesh Kuvalekar Profile Picture
    Yadnyesh Kuvalekar 4,102 on at

    Okay. Can you see queue selected on the case form? And if yes, try changing views of queue to see all queue items.

    Thanks & Regards,

    Yadnyesh Kuvalekar

    Tick verify answer if this resolves your query.

  • Community Member Profile Picture
    Community Member on at

    I tried a number of views but it still doesn't list all cases.

    All other queues fine it is only the queue which went through deactivation / reactivation which has the issue

    Thanks

    Graham

  • Verified answer
    Yadnyesh Kuvalekar Profile Picture
    Yadnyesh Kuvalekar 4,102 on at

    Hi Graham,

    I investigated on the issue you are facing. When you deactivated the queue, all its queue items got deactivated (to see this, open case record and click on queue item details button and in footer you can see the queue item in deactivated state). This is the reason you are not able to see it under queue item grid on queue.

    Also, when you reactivated the queue, it does not activates its deactivated queue items.

    So, the solution to your problem is that, create an on demand workflow on queue item record which will change queue item status to active.

    Go to the case record and click on queue item details button. On queue item detail, run the workflow. This should solve your problem.

    Thanks & Regards,

    Yadnyesh Kuvalekar

    Kindly tick verify answer if this solves your problem.

  • Yadnyesh Kuvalekar Profile Picture
    Yadnyesh Kuvalekar 4,102 on at

    Hi,

    If your query is resolved, feel free to mark answers as verified. Thank you.

  • Community Member Profile Picture
    Community Member on at

    This is great.  Thank you very much

    Graham

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