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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Auto-Post in Case is n...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Auto-Post in Case is not set when routing a case

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Posted on by MichaelFo96 77

Hello together,

currently we have the problem that when a user selects a case under the "Cases" tab and clicks the "Route" button, it does not generate an auto-post in the timeline of the case.
However, if the user clicks the "Add to queue" button within a case, an auto-post is written to the timeline.

In both cases, the queue in which the case is located is simply changed. We also want to see in the timeline when the case was added to another queue by which user. Unfortunately, as described above, we only see this when the user clicks on the "Add to queue" button.

In the view, however, the users do not have "Add to Queue" but only "Route". The Add to Queue only exists if you are in the case itself: 

pastedimage1678200141551v1.png

Could you please tell me how I can also show the action via "Route" Button on the timeline?

Thank you in advance!

Best regards

Michael

  • Suggested answer
    Eiken Profile Picture
    Eiken on at
    RE: Auto-Post in Case is not set when routing a case

    Hi,

    I am afraid that the "Route" button can't show the action on timeline.

    Reasons are as follow.

    The auto-post will show on timeline depending on the auto-post rules in post configuration.

    These auto-post rules are designed by developer and read-only, we cannot edit them.

    pastedimage1678246351526v1.png

    In fact, the current entity which you can click Route here is queue item though it shows case, but queue item doesn't have any rules.

    So this rule does not apply in this case(queue item). It will not show auto-post on timeline.

    pastedimage1678246584426v2.png

    This really a good question.

    You can create a new idea through the below URL, then ask your colleagues to raise up the votes.  

    Ideas (dynamics.com) 

    Our product team has direct visibility of these ideas and they will implement it on the basis of the highest number of votes received. 

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