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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How to avoid creating ...
Microsoft Dynamics CRM (Archived)

How to avoid creating duplicate queue items

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Posted on by Community Member

Hi,

I have different queues and based upon one option set field value in case , the record is created in the corresponding queue. I have configured a workflow on the field change of that field to create queue item based upon condition. Its working fine  but when I resolve a case and again reactivate that case duplicate records are created in that queue.

How can I get rid of these duplicate records in queue.........

How can I delete these duplicate records......

Ho

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I have the same question (1)
  • Royal King Profile Picture
    Royal King 27,686 on at
    RE: How to avoid creating duplicate queue records

    you could add one more condition in the workflow where you are creating queue item based on the option set field. In workflow check whether case is new or case has been re-opened , if case is re-opend  dont create queue item

  • Community Member Profile Picture
    Community Member on at
    RE: How to avoid creating duplicate queue records

    Hi Chitrarasan

    How can we check this condition. which field is used to check this condition

  • Royal King Profile Picture
    Royal King 27,686 on at
    RE: How to avoid creating duplicate queue records

    you could create two option set field in case and update that value upon case resolved. Once you have this field in a system , use this field value before creating new queue item.

  • Community Member Profile Picture
    Community Member on at
    RE: How to avoid creating duplicate queue items

    Hi Chitrarasan...

    still I am unable to restrict duplicate item.

    I have 2 queue i.e X and Y

    suppose my case is in X queue and the option set field value in the form is x. Now I am resolving that case and again reactivating that case and changed option set field to y and saved the form. Now this case is present in both X and Y queue. that means it creates in Y queue but doesn't delete in X queue

  • Royal King Profile Picture
    Royal King 27,686 on at
    RE: How to avoid creating duplicate queue items

    you have to create field in case record with type " Two Options" not in queue item. Set this field value to true when case status changes to Resolved , in your workflow where you are creating the queue item check this value before creating the queue item if this value is true dont create queue item.

  • Community Member Profile Picture
    Community Member on at
    RE: How to avoid creating duplicate queue items

    Hi Chitrarasan ,

    I have created in case only. Still does not work.

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: How to avoid creating duplicate queue items

    Hi AK,

    See my answer to this post: community.dynamics.com/.../147604.aspx

    It's a common issue that I and others have personally seen multiple times. If you have any further questions based on my replies on that post, please let me know.

    Regards,

    Aaron

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