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View of Active Cases with Associated Queue

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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?

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  • yleclerc Profile Picture
    yleclerc 1,545 on at
    RE: View of Active Cases with Associated Queue

    Thanks! :)

  • RE: View of Active Cases with Associated Queue

    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

  • yleclerc Profile Picture
    yleclerc 1,545 on at
    RE: View of Active Cases with Associated Queue

    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?

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: View of Active Cases with Associated Queue

    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

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