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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Notification Bar or so...
Service | Customer Service, Contact Center, Fie...
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Notification Bar or something to tell us someone else is in the case

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Posted on by Mr Victorio 5

Hi Everyone,

We are using CRM CS as our ticketing system at the moment. So the case management is managing our IT ticket.

What I have experiences in other ticketing system (i.e Zendesk, Jira) when someone else has the ticket open, it will kind of give a notification or tell us someone is working on it or make any changes.

I am wondering is there any way we can create anything similar or any solution to have some alert or ribbon, to avoid double handling on 1 case.

something similar like Excel Online, where you will have another color in other tile when other people are on it.

Thanks in advance.

Regards,

Mr. Victorio

I have the same question (0)
  • jim.corriveau@chesterton.com Profile Picture
    jim.corriveau@chest... 81 on at
    Mr. Victorio,
     
    There is an environment setting that does this, co-presence.  https://community.dynamics.com/blogs/post/?postid=e6c4bda9-d4e0-41b9-b0ef-d35003cd4208
     
    It looks like Collaboration has moved out of Features and you cannot set the co-presence refresh interval.  I'd paste a screen shot here, but it appears my "browser does not allow ctrl-v".  Look around in Collaboration and you'll see "Show other people when they're using the same form".  It shows their profile pick of everyone in the record in the upper right of the page.
     
    Thank you,
     
    Jim
     
     
  • AS-24052230-0 Profile Picture
    AS-24052230-0 14 on at
    You can change the permissions on your case to align to the "owner" of the case so if you own it, you can work on it (Read/Write) and if you don't own it you can READ only.
     
    Once option.

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