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Dynamics 365 CommunityForums Customer experience | Sales, Customer Insights,... Delegating User Work

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Delegating User Work

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Posted on by AfPratta

Hello all,

I have the following request from a TELCO customer (for Tasks and Cases).

We use queues in our implementation for Cases and users pick a case from the queue and start work on it.

If a user that has already started working on a Case, goes on vacation (or even leaves the company), they want for all of the item assigned to this user to be re-assigned to another user.

Is there an OOTB setting/configuration/functionality available to enable this or we need to go to a customized solution?

Thank you for your help.

Best Regards

Afroditi Pratta

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Thangamani 507 on at

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RE: Delegating User Work

Hi ,

My suggestion would be try to use routing rules in the queue.Before any user goes on any vacation ask the user or system admin can apply the routing rule on all the cases which the user[leaving or going on vacation] is owning,so that the other will get assigned of all the cases.

Regards,

Thangamani

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