Case in Multiple Queues error - CRM Bug

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Posted on by DarrenZ-Facet

I am running into error "This record is in multiple queues. Go to the specific queue to view the details." when clicking on Queue Item details of a case in Classic view mode. I have been able to recreate the issue in a vanilla CRM online instance. Here are the steps:

1. Create a new case

2. Assign the case to a queue

3. Resolve the Case (If auditing is enabled, you will see that the queue item goes to inactive status)

4. Activate the Case

5. Add the Case to a queue

6. Click Queue Item Details and you will receive the "record is in multiple queues" error.

This seems like a bug to me. When activated, the case should either go into the same queue that it was in before being resolved, or it should belong to no queue and the now inactive queue item should be eliminated.

I am looking for a workaround for my users, and confirmation that this is a bug so that I can track when it will be fixed.

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G Greene 5 on at

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No solution yet- but my users can also reproduce this error

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LukeTheTerribleProg... 5 on at

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Did you ever find a work around or a fix to this issue?

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Royal King 27,686 on at

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I think issue is when you reactivate the case the previous Queue item goes to active status .I would suggest avoid adding case to queue queue when case is reactivated as already queue item exists.

One option would be checking whether item is already in any queue before adding case to queue that way you can avoid creating more than one queue item for same case. This is not a bug, you are actually creating 2 queue item for a case.

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Community Member on at

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Issue is still there even with SP3. Don't even have to change the record status back to active. Just assign the record to a queue, resolve it (set to inactive state). Then add to a queue again. Now it is in multiple queues.

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Felix Hariyadi on at

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The problem is when you re-activate the case, it does not reactivate the associated Queue Item.

So then, we may try to add the case to the queue for the second time, but this cause "records is in multiple queues" error.

I think the best temporary solution is to create plugin that will set the State of the associated Queue Item to active.

And of course the best solution is for Microsoft to fix the Queue Item Dialog to disregard inactive Queue Item detail.

Anyone has better solution?

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Community Member on at

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I was able to find the inactive queue item that sticks and create a workflow to change the queue item status. Once I set it to active, I was able to assign, etc without triggering the multi-queue condition.

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Raja Choudhary 35 on at

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I have got same issue.

I found a solution for that

below url show how to resolve it.

dynamicslives.wordpress.com/.../case-in-multiple-queues

hope it would help you.

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rskadk1 886 on at

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Was this resolved by Microsoft? Or is it still only supported by custom workflows etc?

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rskadk1 886 on at

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Also I tried importing the custom solution provided by Raja. But if fails... (CRM 2015). I can see it works for 365 Online. Can I get if for 2015 On premise also?

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rskadk1 886 on at

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I actually solved it by a standard CRM supported method.

- I have created a lookup field on my entity to queue item. When I assign the record to a queue I populate this field with the link to the queue item + update the field if the queue changes

- I have set up a workflow so when the case is reactivated I use my queue item lookup field to change the status of the queue item to active.

Then it seems like the problem is solved, as it's inactive queue items that will cause the problem.

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