Case Entity how to use with Approval level?

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Posted on by Community Member

Hi All,

I am using case entity for service request processing in my solution. The case will be created by different departments users inside the CRM.

For some cases i need to get approval from the Department managers before it goes to the Request Manager.

The request manager only assigns the request to Technicians for resolving.

Any one can suggest how to do it? or any exaple for executing this process flow.

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Drew Poggemann 4 on at

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Hi Nidhin,

What about using a Routing Rule Set to help with this approach? These can be found in the Service Management portion of Dynamics CRM. You can setup a routing rule with multiple rule items that would route the case to a queue or a team / person.

www.microsoft.com/.../create-rules-to-automatically-route-cases-customer-service.aspx

Hopefully this helps Nidhin!

Thanks,

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Community Member on at

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Dear Drew Poggemann

How to create a view for the routed cases. I mean the managers has to see the list of cases which need approval.

Also when i use the routing rule the cases are not getting assigned to the perticular team or user i have given in the routing rule.Please explain whether routing and assigning is different?

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Drew Poggemann 4 on at

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Hi Nidhin,

In the routing rule set you can define a routing rule Item where you set this which I assume you did. Are you assigning to a person or to a queue?

Did you activate the Routing Rule Set? It by default will be in draft mode unless you activate.

thanks,

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Community Member on at

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Hi Drew,

I have given the condition like if case owner is user1 then route to user2. But when user1 creates the case and give apply routing rule it does not shows any error . But the 'My Axtve cases' view of user2 does not shows the case. Also the case is still shows assigned to user1 means the user who created the case(owner).

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Drew Poggemann 4 on at

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Hi Nidhin,

I just did a quick test to verify the logic works as I expected.

1. Created a test routing rule set with 1 rule that simply routed cases created by 1 person to another person and activated.

2. I then created a case and clicked on "Save and Route" and it saved the case and routed and set the owner as Alan Steiner as identified. See the "Save and Route" option. Did you use this or "Save and Close"?

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Drew Poggemann 4 on at

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Did this answer your question? Please verify if so. Thanks!

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Community Member on at

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Hi Drew,

My rule set is now like, i have one field option set 'Need Approval'. if the case created need approval then it will be routed to a particular user.

And there one process workflow for the case entity which reduces the stock item related to the case. Whether this makes the issue? 1 routing rule set and 1 workflow for the same case entity. Still my routing rule set does not routes the case to the approval user. can you detect any other reasons?

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Community Member on at

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I am giving the save and route button click as you specified above answer.

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Drew Poggemann 4 on at

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Can you paste a screen shot of the Routing Rule set and the Rule Item? I would want to see the situation as it should be working. You did activate it correct?

Thanks,

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