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Dynamics 365 crm
Hi
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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I have tried to assign cases to team (also in different tenants) and they are NOT showing up in the teams queue. Are you sure that it should work that way?
I would like for it to work that way but non of may tests have done so.
As I understand it you need to use "Add to Queue" or "Save and route" for a case to end up in a queue. When you are assigning a case to a Team - This only changes the ownership of the case.
thanks for this, if I create a workflow to say create a queue item as soon as it assigned to a team. if the functionality works properly and the queue item already exists, would it duplicate it and create another one because of the workflow?
I have made the 'owner' field read only so they have to use the assign button
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
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
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'
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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