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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Queue item opens inste...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Queue item opens instead of the case

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Posted on by MichaelFo96 135
Hello,
 
We have a view on a dashboard which is based on queue items and displays all active queue items in certain queues.
If our users click on one of the entries the case that is linked to the queue item opens directly. However it has recently started to happen that for some users the system open sometimes the queue item instead of the case.

Does anyone also have this behavior and know how to fix it?
 
 
Many thanks in advance.
  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    Based on the information you provided, we believe your issue is that when using Dashboard in Customer Service Hub, clicking on a record in the /Case/ view jumps to the /Queue/ view. Is this correct?

     
     
     
    We ran a test but unfortunately were unable to reproduce your issue, we will continue to review the information to find out what is causing this question , and I will respond promptly below if we make any progress.
     
    Additionally, if this issue has impacted your business, we recommend using the link below to request Microsoft technical support.
     
     
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang
  • MichaelFo96 Profile Picture
    MichaelFo96 135 on at
    Hello RudyZhang,
     
    not completly correct. 
     
    We are using a Dashboard with a View based on Queue Items. If someone open one of the entries it normaly opens the regarding case. For some users it opens sometimes the Queue Item instead of the regarding case.
     
  • CU24070751-1 Profile Picture
    CU24070751-1 2 on at
    Hi,
    I wondered, did you ever find a solution to this? I'm experiencing the same.
     
    thanks!
    Jeroen
  • MichaelFo96 Profile Picture
    MichaelFo96 135 on at
    Hello CU24070751-1,
     
    unfortunatly not. Maybe we have to create a ticket to microsoft directly.
     
    Please let me know if you found a solution by yourself or with microsoft.
     
    Thanks
  • Cool1 Profile Picture
    Cool1 2 on at
    I encountered the same issue for some user when clicking on the item display at queue & it open up the queue item instead of the case.
     
    I notice that when it open up the case correctly, the display URL is "incident" whereas for the issue, the URL is "queueitem".
     
    Correctly display case URL
    https://crm6.dynamics.com/main.aspx?appid=1abc405e-6958-eb11-bb23-00224814f9a4&pagetype=entityrecord&etn=incident&id=23a4d7d6-0098-ef11-8a69-00224811133c
     
    Incorrectly display case URL
    https://crm6.dynamics.com/main.aspx?appid=1abc405e-6958-eb11-bb23-00224814f9a4&pagetype=entityrecord&etn=queueitem&id=12a4d7d6-0098-ef11-8a69-00224811133c
     
     
     
    Clearing the cache or the local storage site data help to resolve the issue for most user but some user still getting the same issue even doing so. 
  • MichaelFo96 Profile Picture
    MichaelFo96 135 on at
    Hi Cool1,
     
    thank you for sharing the information.
     
    Did you found out how to resolve the issue in the long term? I know the workaroung with the clearing of the browser cache but as you wrote - some users still affected sometimes.
  • Suggested answer
    Saif Ali Sabri Profile Picture
    Saif Ali Sabri 2,864 Super User 2026 Season 2 on at

    This is a known issue that sometimes occurs in Dynamics 365. The default behavior for queue item views should be that clicking on an item opens the associated record (e.g., a Case, if it’s linked to a Case). However, in some instances, due to recent updates or customizations, Dynamics 365 may start opening the queue item itself instead of the linked record.

    1. Clear Browser Cache

    • This issue can sometimes be related to cached data. Have the affected users clear their browser cache or try accessing Dynamics 365 in an incognito/private browsing window to see if that resolves the issue.

    2. Check User Security Roles

    • Ensure that the affected users have proper permissions for both Case and Queue Item entities. Insufficient permissions on the Case entity can sometimes cause Dynamics 365 to default to opening the Queue Item itself instead of the Case.
    • Navigate to Settings > Security > Security Roles and verify that permissions for Cases are configured correctly for the affected users.

    3. Verify the Default Behavior in System Settings

    • There’s an option in Dynamics 365 under Settings > Administration > System Settings (specifically under the Customization tab) to control linked records behavior. Make sure this setting hasn’t been changed recently.
    • Unfortunately, there is no specific toggle for queue items to open the related case, but sometimes toggling this setting can influence behavior.

    4. Test in Different Browsers and Devices

    • This issue could be related to browser compatibility. Try accessing Dynamics 365 on different browsers or devices to see if the behavior is consistent.

    5. Check for Recent Updates or Custom JavaScript

    • If you have recently deployed updates or custom JavaScript on forms or views, this may have affected the default click behavior. Roll back recent changes temporarily to test if they are causing the issue.
    • Look into any custom ribbon or command bar actions that might have been added to override the default behavior.

    6. Review Form Navigation Settings

    • In the Power Apps Maker portal, navigate to Solutions > (Your Solution) > Case Entity > Forms. Open the main form used for Cases and check if there are any navigation rules or onLoad JavaScript functions that might influence how the form is opened when accessed from a queue item.

    7. Use the “Record URL (Dynamic)” Field

    • If you have custom workflows or views using queue items, try configuring them to use the Record URL (Dynamic) field directly on the queue item. This URL should open the Case directly instead of the Queue Item, as it links directly to the primary entity record.

    8. Consider Microsoft Support

    • If none of the above resolves the issue, it may be a bug introduced by a recent Dynamics 365 update. Contacting Microsoft Support might be necessary to investigate further if this behavior is widespread and not resolvable with configuration changes.
  • MichaelFo96 Profile Picture
    MichaelFo96 135 on at
    Hello Saif,
     
    thank you for the explanation. 
     
    I have already checked the first 6 points and there was no improvement. 
    Could you explain the 7th point “Use the ‘Record URL (Dynamic)’ Field” a little further? We have custom views at queue item level. But I can't find the Record URL (Dynamic) field. Neither on the GUI or on the table directly.
     
    Thank you very much in advance.
  • Mela Profile Picture
    Mela 3 on at

    I am also experiencing this issue, and unfortunately, clearing the IE cache does not resolve it. It works once in Private mode, but that’s all. :(

    This occurs in HUB, but the same issue is also present in Workspaces.

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