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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Add Queue Field to Cas...
Microsoft Dynamics CRM (Archived)

Add Queue Field to Case Form or Case View

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Posted on by Community Member

I have been struggling with this for a few days now and I have tried every permutation I can think of regarding the relationships. All I am looking to do is to add the QueueID to the case form. So when a case is assigned to a certain queue, this will be displayed on the case. If possible I would also like the case to be assignable via this option as it should be a look up. Despite many configurations of the relationships between Queue, Queue Item and Case I cannot get it to display the queue name!

Any help would be so gratefully welcomed.

Regards

Noel

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  • Suggested answer
    Dr401k Profile Picture
    Dr401k on at

    I'm not sure if you are still seeking a solution to this, but we had a similar problem recently. It was suggested that we create a custom field on the case entity and use a workflow to update the custom field when the queue item is created. Reference: community.dynamics.com/.../181625

  • Community Member Profile Picture
    Community Member on at

    If you are using CRM 2013 or above you might be able to create a Quick View form for Queue Item, including the Queue field (lookup). Then add that Quick View form to the Case form so it will display summary information about the Queue Item including the Queue that it is in.

    This will not allow you to edit it directly of course.

    But the OOB functionality to assign a Case to a Queue works really well, and makes sure you can only assign it to an appropriate Queue, and sorts out the metadata such as when the item entered the Queue and clears the lookup for who is working on it. A straight lookup would not do this.

    You ought to be able to add the Queue Name from the Queue Item on a view of Cases.

  • Community Member Profile Picture
    Community Member on at

    Hi Adam,

    Can you tell me how to add a field that shows the Queue name after i used the Add to Queue button?

    I already tried in multiple ways but without success.

  • Community Member Profile Picture
    Community Member on at

    Actually I was wrong, you can't do that, sorry I answered too quickly. Queue Item is a child record of Case, not a parent record (ie QI has a lookup to Case, not the other way round).

    Have you tried adding a subgrid to the Case form to show the Queue Item, including the associated Queue name?

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