All cases in selected queue doesn't show up any record

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Posted on by Karuna Karan

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I'm logged into CRM as an Admin, and I would like to see all Cases that are in all queues. So i went into Queues and selected the View to "All Cases in Selected Queues" and then changed the below option to "All Queues" however the filters didnt return any records.

When I open the Advance Find, to query Queue items without any filter, it doesn't return any Case records, but does return Items.

There are many cases in respective Team's and User's Queues.

I'm I making any silly mistake?

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Kumar Viju 1,026 on at

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Did you try with All Items and All Queues? Does it return any data.

One more important point to note is that the Queue needs to be Public. ( Even if you are system admin , you would not be able to view the records if it the Queue is marked as Private )

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Karuna Karan 1,212 on at

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Ah all the queues are private queues. So that is what prohibiting the those records to be shown.

Just found this from MS documentation:

Microsoft Dynamics CRM lets you create two types of queues: private or public. Create private queues with limited sets of members to let only those members view the items in the queue. Create public queues to let everyone in the organization view the items in a queue.

What if I still maintain as a private queue, and want to see the cases in each queue separately? I dont want to add my User account to each private queue which will show all cases under "Queues im member of". Also what is the difference between "All Queues" and "All Public Queue"?

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Kumar Viju 1,026 on at

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I am not sure if you can achieve your requirement of viewing cases from each priavte queue without making it public. There doesn't seems to be any system configuration for this changes.

I can suggest if you can try the below approach and see if it meets your requirement.

1. Create a Team and add System Admin User's to this Team ( Make Sure you assign proper security role to the team )

2. Create a Plugin , which will add your team to a Queue on Create Message. So this will make sure that whenever a queue is created , your team will be added to it. ( You can pass configuration string in the Plugin to pass the Guid of your required Team, or you can create Config Entity from where you can retrieve the Team to be added to the Queue , as you need to fetch from somewhere the details of team to be added)

As per my understanding:

All Queues: It will show the list of records ( ex. Cases ) where you are part of Private as well as Public queue.

All Public Queue: It will show the list of records which are specifically part of Public queue

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Karuna Karan 1,212 on at

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Pluggin dev wont be my choice for this requirement. I guess ill look for some work around.

And if 'all queue' suppose to list all the objects from public and private queues then my need would be full filled, private queue items are not visible in that selection.

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