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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / move case from one que...
Microsoft Dynamics CRM (Archived)

move case from one queue to another queue

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Posted on by Community Member Microsoft Employee

hi,

I created a case and routed it into a queue Q1 using routing rule now after a certain field value change I want to route it into another queue Q2 with another routing rule but the routing rule is not working to move a case from one queue to another queue.

Please suggest me the solution

thanks for having look on my post.

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  • Emre GULCAN Profile Picture
    Emre GULCAN 2,379 on at
    RE: move case from one queue to another queue

    Hi Sanjay,

    Can you add screenshots about your records, rules and workflow steps. Probably rules and workflows override eachother

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: move case from one queue to another queue

    Thank you Emre,

    But

    as I mentioned above that workflow isn't being triggered.

    so I m not able to get rid of this problem

  • Emre GULCAN Profile Picture
    Emre GULCAN 2,379 on at
    RE: move case from one queue to another queue

    Hi Sanjay,

    I tnik Rajkumar's referer link can solve your problem, can you try this.

  • Suggested answer
    Rajkumar Rajaraman Profile Picture
    Rajkumar Rajaraman 18,108 on at
    RE: move case from one queue to another queue

    You can refer this:

    www.powerobjects.com/.../assign-owner-and-route-case-to-queue-using-workflow-in-dynamics-crm

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: move case from one queue to another queue

    Hi Emre,

    Thanks for you reply,

    Actully I created a route rule set which have multiple rule items so when I activate the rule set then all rule items activated, all rule items in that rule set are working as exacted except 1 which is to move a case from one queue to another queue,

    and as you say that use workflow to achieve this scenario, workflow also not working in this case I mean I triggered the workflow on a field value change but its not being triggered even after value change of that trigger field.

    Please suggest me.

    thanks

  • Suggested answer
    Emre GULCAN Profile Picture
    Emre GULCAN 2,379 on at
    RE: move case from one queue to another queue

    Hi Sanjay,

    You can create only one "active" route rule, please check this page's "Note" section https://www.microsoft.com/en-us/dynamics/crm-customer-center/create-rules-to-automatically-route-cases-customer-service.aspx .

    If you want route another queue after changing some fields or conditions you can use "workflows". You should create a workflow on case entity with depend your requirements (update record etc) and call "Assign record" in workflow

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