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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.
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,
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?
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
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