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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Queues in the Case record
Microsoft Dynamics CRM (Archived)

Queues in the Case record

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Posted on by Community Member

Hi experts,

I would like to know if I can add a custom "add to queue" field other than the "add to queue" button that is already available on the ribbon.

Reason being, once a record has been added to a queue, we cant really see that it has been added to a queue on the form itself (as far as I understand - I may be wrong). 

Hence, if I can add an "add to queue" field, I will be able to see that queue that the user has selected on the form and also better for reporting purposes.

Thanks,

Jon

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  • Suggested answer
    Shahbaaz Ansari Profile Picture
    Shahbaaz Ansari 6,211 on at

    Hi,

    I am not sure but you can create a Plugin on AddToQueue message on queueIteam entity, and in that plugin you can update a field "Add to queue" field on case.

    Best Regards,

    Shahbaaz

  • Verified answer
    Shahbaaz Ansari Profile Picture
    Shahbaaz Ansari 6,211 on at

    Hi Jon,

    You can do it by workflow also, Please go through below link and create a workflow and a custom field on case that will indicate that case is assigned to a queue.

    www.powerobjects.com/.../how-to-use-workflows-to-find-cases-not-assigned-to-a-queue

    If you find it helpful, Please mark as Verified.

    Best Regards,

    Shahbaaz

  • Community Member Profile Picture
    Community Member on at

    Hi Shahbaaz,

    I tested out the link for the workflow and that works great!!

    Thanks again!

    Jon

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