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Add Regarded Case and Case Owner under Queue Item View

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Posted on by Alaa Ramadan

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In Queue Item view I added a column 'Regarding' and it always regarding Case. I want to also add new column to the same view with 'Owner' of the regarded case. but it always come blank. actually any field i pull from the case in this view show blank value.

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Leah Ju Microsoft Employee on at

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RE: Add Regarded Case and Case Owner under Queue Item View

Hi Alaa,

what if an owner get updated?

--You can make the automated process triggered when the owner field change.

For example:

In workflow, i can select 'Record fields change' to start the workflow:
Alaa Ramadan 4,084 on at

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RE: Add Regarded Case and Case Owner under Queue Item View

No Leah, No update. even if create a custom field in email to host a case owner. what if an owner get updated?

Anyway user can click on Regarding case and check all case info.

Thanks
Leah Ju Microsoft Employee on at

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RE: Add Regarded Case and Case Owner under Queue Item View

Hi Partner,

Have any updates?

Please feel free to contacts me if you have any questions!

Could you click 'Yes' under title to close the thread if my answer is helpful!

Thanks in Advance! :)
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Leah Ju Microsoft Employee on at

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RE: Add Regarded Case and Case Owner under Queue Item View

Hi Alaa,

If you populate the Object lookup column with Case, you can see that the owner column is not empty.

There is one lookup column named 'Object' in the quick item table, which reflect N:1 relationship with other tables(Email,Case...):

If you add one case record to the queue, the 'Object' column will be populated with the case:

The view i provided: I added two columns from related Email/Case to the OOB 'All Items' view of the queue item table.

--Case Owner(Object) only can be filled when the queue item related to case Object(Case) have value

--When the queue item related to one email(Object(Email) have value), case owner(Object) should be empty because Object(Case) is null.

There are two sets of relationships involved here:

1) Queue item and Case has N:1 relationship directly

2) Queue item and Case have an indirect relationship through the mail

Inside a view you can only go deeper one level (in your case from queue item to email) you can't select a deeper level (in your case Case).

The only way is to replicate the information from the case to all emails(using custom workflow activity, power automate, plugins)
Alaa Ramadan 4,084 on at

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RE: Add Regarded Case and Case Owner under Queue Item View

Thank you Leah very much for these details.

What did you mean by this:

If you populate the Object lookup column with Case, you can see that the owner column is not empty.

How did you manage to get this view below?
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Leah Ju Microsoft Employee on at

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RE: Add Regarded Case and Case Owner under Queue Item View

Hi Alaa,

What's type of your queue items?

By 'object' lookup column, queue items are related to multiple tables.

According to my guess, the Regarding field is added via Object(Email), but Owner is added from Object(Case),Right?

1.Why any field you pull from the case in this view show blank value?

A queue item can be associated with only one record because Object lookup can only be filled with one value.

If a queue item is related to an email via an Object lookup column, it has no relationship to the case, and the owner column you added is from the case, so it is empty.

If you populate the Object lookup column with Case, you can see that the owner column is not empty.

I know you want the owner of the case associated with the email associated with this queue item,Right?

You can only add columns from tables that has direct 1:N relationship with current table(queue item), but you need fields that span two levels of relationship, so we cannot add the owner of an email-related case to the queue item view.

2.As a workaround:

You can create one custom field on the email to store regarding case owner, then add the custom field on the queue item view.