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Dynamics 365 crm - assigning a case to a queue - not visible in the team queue

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Dynamics 365 crm

could anyone help please:

we are using queues in a simple way, we have creating teams - assigned the correct role to the team.

we are assigning a case to a team - so then it should be displayed in the default team queue

the team then analyse the case and they may re-assign the case to another team and it should show up in their queue

what is happening is that some cases show up in the correct queue and some don't, I have checked the case and the owner is the team so I have no idea why it would not show up in the team queue?

any ideas please??

for example in the current team queue there are 30 cases, but when I do an advanced find with 'show me all the cases assigned to the team' it displays 33 cases. its a mess

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ashlega 34,477 on at

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How do you put those cases in the queue and how do you keep them there?

Those 3 which are not in the right queue in your example - which queue are they in (if any?)

The way I understand it, if you use "assign" button - cases will be added to the team queue. But, then, there is "add to queue" button as well, so a case can be assigned to a team and can still be added to another queue.. And, yet, at least in 365 you can update the owner directly - that changes the owner but does not change the queue..

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MihirShah 4,038 on at

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Hi,

I would check the filter criteria also for the Queue views. To see if any of the case records are getting filtered out.

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hiya

we are only using the 'assign' to team button to stop users getting confused . so giving them one way of doing it. so a user selects the case and clicks 'assign' and assigns it to the team, so they should be in the team queue and they are not. when I open the case the owner is the team

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hiya

I have just checked it and the view is 'all items' so it should show up , very strange, any other ideas??? I haven't a clue

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and there are no filters set , its just the default view with status= active. which the missing two cases are.

it is like the queue item didn't create

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I have just looked at the audit history, it seems the cases that have filtered to the queue - the event = assign

and the missing two cases - in the audit history the event = update

I am not sure how it becomes and 'update' instead of an 'assign'

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ashlega 34,477 on at

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So maybe some users are still updating the owner instead of using the assign button

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Community Member on at

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I have just solved it, users were changing the owner field within the case form, so the system updates this and not 'assign' therefore it would not show up in the correct queue

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ashlega 34,477 on at

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You might also create a workflow to create a queue item in such cases.. just to avoid it in the future..:)

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thanks I think so too

although I just checked one case and the event did say 'assign' but it still didn't show up in the team queue. weird

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