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[CRM 2015 OnPrem] Editing the "Private Queue user Lookup View" on Queue Items

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Posted on by Community Member Microsoft Employee

Situation: We have over 30 business units and 100s case managers. Cases are worked by people only in the same business unit as the Specialist assigning the cases out. We use queues to assign cases. Currently there is one Case Assignment queue that all Case Managers are in.

When assigning a queue item to a user, is there a way to edit the "Private Queue user Lookup View" that defaults in the Look Up Record pop-up window to only include members of the queue that are also in the same business unit as the person trying to assign the queue item?

If there isn't a way to code this, is the next best option to create a queue per business unit? That could get messy and a lot of maintenance, but want to see if that is my only other real option.

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