Case Assignment based on User-Product-Availability

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Posted on by Bhavik Sanghvi

105

Hi,

Is there a out of the box feature where we can "associate users with products" and also "maintain user availability" so that case assignment can be done based on this criterias.

Thanks

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RaviKashyap 55,410 Moderator on at

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RE: Case Assignment based on User-Product-Availability

Hi,

Unfortunately there is nothing out of box which can help you with the assignment based on some business logic. You need to write your own custom logic and do the assignments. One simple way is to create a custom user lookup on Product entity. and then on create of case, trigger a workflow which assigns the case records to user field on product entity.

Hope this helps.

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Bhavik Sanghvi 105 on at

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RE: Case Assignment based on User-Product-Availability

Thanks, What about User Availability. Is there any OOB Feature where we can store whether a user is available or not, If not what would be the best possible way to achieve that.

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Community Member on at

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RE: Case Assignment based on User-Product-Availability

There is no OOB feature to identify user availability in MSD.

You can use below custom code to identify user is logged in to CRM today or not.

var query = new QueryExpression("audit")

{

ColumnSet = new ColumnSet(true),

Criteria = new FilterExpression(LogicalOperator.And)

};

query.Criteria.AddCondition("createdon", ConditionOperator.GreaterEqual, DateTime.Today);

query.Criteria.AddCondition("callinguserid", ConditionOperator.Equal, guid);

EntityCollection results = Contextservice.RetrieveMultiple(query);

if (results.Entities.Count > 0)

return true;

return false;

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spathak 55 on at

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RE: Case Assignment based on User-Product-Availability

you can ad users as warehouse and location then you can assign that products with users,

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spathak 55 on at

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RE: Case Assignment based on User-Product-Availability

docs.microsoft.com/.../configure-set-up-customer-assets

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Johan Rock 5 on at

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RE: Case Assignment based on User-Product-Availability

I want to suggest You a platform for You https://360assignments.com/sg

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