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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Also remove the item(s...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Also remove the item(s) from the Queue getting an error

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Posted on by Harsh 786 85

We have a default queue in the system where all the cases and coming and then they are routed further once the 1st level support contact the customer.

Now when the agent is selecting the case from the view Cases Available to work on in Customer Service Workspace and select the option to yes for Also remove the item(s) from the Queue they are getting an error 

Business Process Error --- Picking and removing can’t be processed at the same time. To pick this queue item, please unselect the option for removal.

Error code: 0x80040265
Session Id: 2dcc906e-3cb0-4dff-9649-89701382915d
Activity Id: 5759088b-6d3b-4a7c-b2eb-e818696ffba2
Time: Thu Jul 28 2022 13:00:59 GMT+0530 (India Standard Time)

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Harsh 786,

    Check that the "Automatic Work Distribution" (AWD) option is enabled in the queue.it should be no.

    pastedimage1659063251095v1.png

    You can refer the following link for more deatils:

    Pick and Removing Can't be processed at the same time. To pick this queue item, please unselect the option for removal. (dcrm365.blogspot.com)

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