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Issue with multiple users picking 1 queue item

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Posted on by GazzR

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Hello,

We have around 10 users working from the same queue and they pick items as below:

But we have an issue where 2 people pick the same item at more or less the same time and it allows it, as can be seen the audit log below:

We have a Business Process Flow that checks if the item has already been picked, however it doesn't always trigger if they are picked by 2 people close together.

5556.BPF.png

Any suggestions on a better way of managing this so it doesn't happen?

Many thanks

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Haig Liu Microsoft Employee on at

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HI GazzR,

This seems to be something that Microsoft expected to happen: Create and manage queues for cases | Microsoft Learn

Maybe you can try using unified routing? Set up unified routing | Microsoft Learn

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