Queue

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Posted on by technology101010

Hello,

I need some help.

I am trying to create a History record from QUEUE entity for when a case is being assigned to one queue to another queue and display this details on a case form. Is that possible?

Kind Regards,

Technology101010

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Community Member Microsoft Employee on at

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RE: Queue

Hi technology101010,

In fact, there is no direct relationship between the case and the queue, they are related through a third entity - the queue item.

Case and Queue Item is 1:N ; Queue and Queue Item is 1:N

In the case Form, you can view queue item through clicking 'Queue Item Details' button:

You can enable audit for the queue item entity:

Then you can check it in the 'Audit History' tab of the queue item form: