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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Remove Queued Case fro...
Service | Customer Service, Contact Center, Fie...
Answered

Remove Queued Case from 'My Active Cases' View

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Posted on by YB 65
Hello, when assigning a case to a queue, I want the case to be removed from my active cases view. How can I do that?
I have the same question (0)
  • Suggested answer
    Cui Hao Profile Picture
    Cui Hao on at
    Hi,

    You can set up conditional filtering in Edit filters in Power Apps.
    Since the case is assigned to a queue, that record is in the queue item entity, use this condition to filter in My Active Cases view.

    After my testing, this method is able to achieve your purpose.
    When a new case appears unassigned, it will be in the My Active Cases view, and once the case is assigned to the queue, it will be removed from this view, but you will still be able to see it in the All Cases view.


    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.


    Best regards,
    Cui Hao
  • YB Profile Picture
    YB 65 on at
    Hello Cui, thank you for your response. The condition worked in my account. However, it did not apply to all users in the environment even though I am the system administrator. How do I apply it to all users in my organization? 
  • Verified answer
    Cui Hao Profile Picture
    Cui Hao on at
    Hi,
     
    I created a user and operated on that user and found that it did not reproduce your problem.
    May I ask if you are doing this in Power Apps?
    You need to set up conditional filtering in the “Edit Filter” in Power Apps, because Power Apps is globally configured, and when set up here it will represent the system view, which can be applied by all users.
     
    I hope this helps.
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
     
    Best regards,
    Cui Hao
  • YB Profile Picture
    YB 65 on at
    Hi,

    I tested it again, and it worked. I think it just needed some time. Thank you for your prompt response! 
  • Suggested answer
    Cui Hao Profile Picture
    Cui Hao on at
    Hi,
     
    Does it solve your problem now? If it solved your problem, please mark it as verified to help other community members find more.

    Best regards,
    Cui Hao

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