View of Active Cases with Associated Queue

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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?

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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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yleclerc 1,549 on at

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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?

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Stephanie Byrne on at

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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

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yleclerc 1,549 on at

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RE: View of Active Cases with Associated Queue

Thanks! :)

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