125
Case to QueueItem is one to many and Queue to QueueItem is also many to many. Does't this mean a case can be assigned to more than one queue by creating multiple instances of QueueItems with the same case id and different queue ids.
Aarnay:
Perhaps, using Parent/Child cases makes more sense:
learn.microsoft.com/.../define-settings-parent-child-cases
on documentation it points specifically to "For example, you could track a case where work needs to be done by other departments". On this scenario, you create a "Child Case" and assign it to the second queue. This way, 2 different queues can work on the same case without "Reassigning".
Regards
HI PerezAguiar Thanks for you reponse.
Your explanation makes sense. So the old entries in QueueItems become inactive automatically when a new entry is created?
If users from 2 different teams want to work on case simultaneously how can we give access without giving access to the whole queue?
Example:
User A has access to Queue AA
User B has access to Queue BB
User A & B need to collaborate on a case which is in Queue AA. How can they both access a case in a queue (AA) where BB doesn't have access to.
If A assigns the case to queue BB, he will lose access to the case. right?
Hey!
Do you have a "live" example of what you're trying to achieve? I think the idea of the 1:N and N:N is
Do you have an example of a case on different queues at the same time?
Best regards,
#1
Muhammad Shahzad Sh...
51
Most Valuable Professional
#2
Ramesh Kumar
42
#3
David Shaw_UK
27
Share
Report
All responses (
Answers (
