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Microsoft Dynamics CRM (Archived)

Bulk queue item assignment in 2015 Online

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Posted on by 235

I'm absolutely flummoxed at the changes made to queue assignment functionality.  Why can I no longer assign multiple queue items to a user at one time?  It's bad enough that I no longer have access to entity controls from within a dashboard, but now supervisors have to assign (Route) emails and cases to agents one at a time?  Is there anyway to regain the functionality that was available in 2011 when I could use Work On to assign a selection of queue items to another user?  This is a deeply frustrating feature loss.

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  • Community Member Profile Picture
    on at

    Hi ekmpdx,

    If you would like to make an enhancement request please access https://connect.microsoft.com/

    In CRM 2015 you can use Routing Rules for Cases and Activities. Below some articles about these features:

    https://www.microsoft.com/en-US/dynamics/crm-customer-center/set-up-queues-to-manage-activities-and-cases.aspx

    http://www.powerobjects.com/2015/02/10/10-tips-managing-auto-case-creation-case-routing/

  • MilindP Profile Picture
    1,019 on at

    We can route multiple records at a time from queue view.

    I guess you are talking about sub-grid controls box when you show the view on dashboard.

    To get the Queue associated view along with controls on dashboard, you can create a web resource and show it on dashboard so that you can use Route button to assign multiple records at a time from Dashboard.

    Note:  I am passing Queue id as parameter to webresouce i.e. QId=DBAF1512-6659-E011-A421-001E0BCA0A54

    also you can use it for other entities if you set parameter for oType i.e. entity type and tabSet i.e. relationship name

    HTML web resource code

    ===================

    <html xmlns="www.w3.org/.../xhtml&quot;>

    <head>

       <title>Untitled Page</title>

       <style type="text/css">

           html, body {

               font-family: Segoe UI, Tahoma, Arial;

               background-color: #d6e8ff;

               border: 0px;

               margin: 0px;

               padding: 0px;

           }

       </style>

       <script src="ClientGlobalContext.js.aspx" type="text/javascript"></script>

       <script type="text/javascript" language="javascript">

           var passedparams = Xrm.Page.context.getQueryStringParameters()["data"];

           var queryparts = passedparams.split("&");

           var SepParameter = queryparts[0].split("=");

           var viewId = SepParameter[1]

           ///<span style="background-color: #f9cb9c;">//building a url

           var sUrl = "/userdefined/areas.aspx?inlineEdit=1&oId="+ viewId +"&oType=2020&pagemode=iframe&rof=true&security=852023&tabSet=areaQueueItems&theme=Outlook15White";

           //</span>

           //get relative path with orgname as required

           var relativeUrl = Xrm.Page.context.prependOrgName(sUrl);

           window.location = relativeUrl;

       </script>

    </head>

    <body>

    </body>

    </html>

  • ekmpdx Profile Picture
    235 on at

    Thanks for the info.  We'll have to look into that.  Right now users have to resort to popping out the dashboard view into another window in order to get at the controls.

    As for the routing, when you say you can route multiple items at a time, are you routing to a queue or a user?  We can bulk route to a queue, just not to a user, and it's the user option we're looking for.  We don't utilize personal queues in our deployment.

  • MilindP Profile Picture
    1,019 on at

    Yes, we can be able to route it to users

    7_2D00_17_2D00_2015-2_2D00_04_2D00_45-PM.gif

  • ekmpdx Profile Picture
    235 on at

    Is there a setting somewhere that regulates this?  Your screen cap is what we see if we choose one item.  Choose more than one and the User/Team option disappears completely.

    QueueOption.png

  • Verified answer
    Community Member Profile Picture
    on at

    It is explained in this page:

    ledgeviewpartners.com/.../crm-tip-using-queues-in-dynamics-crm

  • Suggested answer
    Andrew M Simpson Profile Picture
    on at

    I've found that if you do an advanced search for queue items then select multiple items, the "Routing" button available on the Advanced Find Results view allows you to route multiple items to a user in a single operation:

    Routing-from-Advanced-fine.PNG

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