Avoid more than one casehandler on each case

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Posted on by Martin Lindboe

Is there a way to avoid that more than one casehandler pick the same case from active cases?

We have experienced that two casehandlers was working on the same case whitout knowing it, resulting in multiple reply to the consumer.

Both casehandlers assigned the case to themself from the list active cases, but at a different time. Is it possible to lock the timeline/e-mail repy to only the owner of the case?

Regards

Martin

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jim.corriveau@chest... 45 on at

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RE: Avoid more than one casehandler on each case

Martin,

There is a feature being released in 2022 wave 2 that allows a User to see who else is in the same record. You need to enable the feature and set the refresh rate, i believe the default is 30 seconds. Sorry i don't have more details, but i know i saw this in one of the wave release notes or videos.
Zap Objects 913 on at

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RE: Avoid more than one casehandler on each case

My suggestion would be to handle this at support process level...rather than locking timeline/ email reply.

You could use case status for this...

when someone needs to work on the case... then have case status as "OPEN"...

when someone picks up the case and starts working on it... then have the change case status to "Working / In-progress" etc as per your process nomenclature...

Below are some blog links which shows how we manage our support process:

Case Lifecycle Management using different Case Statuses when using Zap Helpdesk App for Dynamics 365 for Customer Service (link)

How to design a Customer Support process when using Dynamics 365 for Customer Service? (link)