Can we see Queue on Case form?

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Posted on by CRM Learner 88

There doesn't appear to be the ability to put the Queue field on the Case form. You have to click on Queue Item details on the command bar to see it.

It would be nice if a field could be on the Case form that showed the queue that the case is currently in. Does the ability exist?

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a33ik 84,331 Most Valuable Professional on at

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Hello,

You can develop something like this.

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Hi partner,

The Case and Queue hasn’t direct relationship, so you can’t view queue in the case form.

And Case and Queue item is 1:N relationship, Queue and Queue item is 1:N relationship. Once one case has added to the queue, one queue item related to the case will be created under the queue.

You can add one sub-grid related to queue item to the case form, then you can view queue in it.

Test Result:

If you insist on showing queue lookup field in the case form:

1.Create a new 1:N relationship between queue and case entities.

2.Add the new queue lookup field to the case form.

3.Fill the new queue lookup field with the value of queue lookup field from queue item entity that related to current case automatically.(Power automate and js both can achieve it)

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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CRM Learner 88 on at

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I thought out of the box that Cases and Queues had a relationship already built.

So just to be clear, I need to create the 1:N relationship by myself in order to associate cases with queues? 1 Queue to Many Cases right?

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Hi partner,

Yes.

You need to create a new 1:N relationship by yourself in order to associate cases with queues.

Add it to case form, and make the field is read-only.

Then you can create an automated flow to fill the queue lookup field automatically.

(1)Trigger--When a row is added, modified or deleted.

When you add one case to one queue, one queue item will be created and related to the case and queue.

When you add the case to another queue, the queue lookup field of queue item will be changed.

(2)Get a row by ID

(3)Update a row

The overview of the flow:

Test:

After Adding the case to the queue, refresh current form, the queue lookup field will be filled automatically.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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CRM Learner 88 on at

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Thank you!

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RyanE 180 on at

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Thank you for this, I have done what you have suggested, but I am getting an error:

Any suggestions would be appreciated.

Thanks!

Ryan

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