Skip to main content

Notifications

Announcements

No record found.

Community site session details

Community site session details

Session Id :
Service | Customer Service, Contact Center, Fie...
Unanswered

Create a View for Case(Incident) Entity filtered based on the queue it belongs

(0) ShareShare
ReportReport
Posted on by

I want to create a view for case entity based on the queue it has routed to.
Currently what we are doing is filtering based on the values that is used for queue routing. Is there any way that we can create a view using filter directly based on queue...Like show items which belong to the queue.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Create a View for Case(Incident) Entity filtered based on the queue it belongs

    Hi Pratiksha,

    The case and queue is not relationship directly, but the case and queue item is 1:N relationship and queue item and queue is N:1 relationship, so you need use queue item entity to achieve it.

    You can refer following link:

    1.Create a custom field called ‘Queue’ in case entity and add it to the view and form you want.

    Go to Settings > customization > Customize the system > Entities > case > Fields.

     pastedimage1608797336064v1.png

    2.Create a workflow which populates the "Queue" field upon creation of queue item.

    (1) Go to Settings > Process to create a new workflow.

    pastedimage1608798296838v2.png

    (2) set trigger.

     pastedimage1608798427260v3.png

    (3) Add step.

    a. Add ‘check condition step’ to only execute the steps if the queue item type field is case.

    pastedimage1608798906484v4.png

    b. Add ‘Update record’ to update case entity queue field under the condition.

    pastedimage1608799225779v5.png

    c. Add ‘stop workflow’ to stop workflow with ‘canceled’ status if type is not case.

    pastedimage1608799563079v6.png

    d.save and active the workflow.

    pastedimage1608799604600v7.png

    3.Create a custom view to show cases that assigned to the Queue.

    You can set filter with the queue directly.

     pastedimage1608799854161v8.png

    Finally, save and publish all customization.

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Tip: Become a User Group leader!

Join the ranks of valued community UG leaders

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 292,468 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 231,287 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans