View of Active Cases with Associated Queue

(0) Share

Report

Posted on by Dr401k

Our firm uses Cases in Dynamics CRM to manage client service requests and internal projects. Some Cases are routed to a Queue so specialists can work through the Queue Items to resolve similar Cases. We would like to create a view of Active Cases and have a column in the view to show the Queue to which a Case is associated, if applicable. Presumably, if a Case is not associated to a Queue, the field would be blank. Is anyone aware of a way to accomplish this objective?

*This post is locked for comments

I have the same question (0)

All responses (4)

Answers (1)

Verified answer

Community Member on at

Like (2)

Report
Copy link

Link copied!

It can be achieved by using workflow:

1. Add a custom field called "Queue" in Case entity and show it in View

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

Was this reply helpful? Yes No
yleclerc 1,549 on at

Like (0)

Report
Copy link

Link copied!

I'm trying to accomplish that exactly.

I added the field to the Case Entity.

I'm trying to populate the field using a workflow but can't figure out how to use the Queue Entity to populate the field. Queue is not available in the dropdown list in the lookup field in the workflow setup.

Any ideas?

Was this reply helpful? Yes No
Stephanie Byrne on at

Like (2)

Report
Copy link

Link copied!

If your question is still open, here you go: community.dynamics.com/.../how-to-use-workflows-to-find-cases-not-yet-assigned-to-a-queue

Was this reply helpful? Yes No
yleclerc 1,549 on at

Like (0)

Report
Copy link

Link copied!

Thanks! :)

Was this reply helpful? Yes No