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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Queue items and my act...
Microsoft Dynamics CRM (Archived)

Queue items and my activities

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Posted on by jsteelecrm 365

I have a queue and emails appear in that queue. I can select an item in that queue and choose to workon or pick.

my questions

1) What is the difference between workon and pick. I presume one means that I am currently working on it and the other means I will pick. But in terms of CRM, how are they handled differently?

2) If I choose these in the queue and select pick, my name goes against them. However, if I go to my activities they do not appear in this list. Is it right that there is a list of activities that I own and a separate list of items I have picked from the queue? I would have thought that this would be a single list of things for me to do. 

3) when I take an email from the queue, all I can do is reply or forward it. If the email is asking me to do something it would be useful to convert this to a task or to be able to mark the email as "complete". Is this possible?

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  • Suggested answer
    razdynamics Profile Picture
    razdynamics 17,308 User Group Leader on at

    Hi J

    1) When you pick an activity or a case, it gets assigned to you meaning the 'The Worked By' field in the list of queue items is set to you , if you leave the activity or case in the queue it allows everybody to see your working it.  When you assign the activity or case to someone else to work on, the Worked By field is set to that user or team. You also have the option to remove the item from the queue if you want to prevent other users from still seeing the picked item in the queue.

    2) The  Default User Activities View are normally filtered by Owner, Whereas the Queue do not reflect the Owner, but allow the Activity to be Worked By other Users Regardless of the Owner, So the Purpose of Queues are different to Views. Ownership is not the Same as Worked BY, think of Ownership is more about the Record and Business unit Security, and Worked By is to allow users to work on records where ownership is obscure or not yet clearly undefined.

    3) Yes Email Activities can be Converted to an Opportunity, Case or Lead, but you cannot convert it to another Activity, as an Activity needs a record to exist. so once you have generated your Lead etc from the email activity only then can you create you activities against it.

    Hope that helps :)

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