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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Solution for picking a...
Microsoft Dynamics CRM (Archived)

Solution for picking a case within the case window

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Posted on by ChanTo 85

We have agents within our call center handling cases. The process would be to add a new case on the account and immediately move to in progress and start to work on the case. It is a requirement to add the case to a specific Queue at case creation (due to other workflows based on the QUEUE), although the assigned owner may end up resolving this case within the next few minutes. 

The issue is, that since the case gets queued - it would become available for picking to other agents, unless the assigned user leaves the case screen and picks the case, but this would be really annoying. Is there a solution for picking the case  - or being added as the "worked by" within the case?

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  • Suggested answer
    ThomasN Profile Picture
    ThomasN 3,190 on at
    RE: Solution for picking a case within the case window

    Hi ChanTo,

    Thanks for the details. This depends on the settings for the queue. If the queue or view only holds cases where "worked by" does not contain data, then as soon as the user sets the "worked by" field the case should be removed from the queue. You can set the worked by field using javascript, and in the same script save the case, thus creating a new case, and removing that case from available cases. However, if you have other logic that runs on "creation" of a case you will have to evaluate populating that data first as well.

    Let me know if this does not work for you.

  • ChanTo Profile Picture
    ChanTo 85 on at
    RE: Solution for picking a case within the case window

    Thanks, let me clarify - I want the agent to create and continue to work on a case while he assigns it to the Queue he's on - but we DON'T want this case to be visible/available on the view "Cases available to Work On". The question is if the action of PICKING the case can be done within the open case so the working agent becomes the "worked by" and although the case is in the queue its not available for picking?

  • Suggested answer
    ThomasN Profile Picture
    ThomasN 3,190 on at
    RE: Solution for picking a case within the case window

    Hi ChanTo, thanks for reaching out.

    If I understand correctly you need a user to be able to open a case from an account record and continue working while the queue is updated to show this new case is assigned.

    When the user opens the case typically they save after entering some key details. Before they save, is it possible for the "worked by" field to be set before creation?

    Just a thought.

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