Dynamics Community Forum Thread Details

Bulk Queue Assignment Not Working Using JavaScript in Dynamics 365

Hi all,

We’ve implemented a custom “Move to Queue” button in Dynamics 365 CRM using JavaScript and `Xrm.WebApi`. The goal is to reassign selected case records from one queue to another by:
- Creating a new `queueitem`
- Removing the old one (from the previous queue)

The JavaScript function is registered on a **Command Bar button** at the **table (main grid) level**, and is triggered using:

```javascript
primaryControl.getGrid().getSelectedRows().forEach(row => {
// logic to assign queueitem
});

❗However, the issue is:
No cases (even a single record) get reassigned
No error is shown
We suspect either the queueitem creation or loop logic is not functioning as expected from the main grid context
We are not using Power Automate. This is a pure JavaScript solution, and we'd like to know:
Is getSelectedRows() supported for this use case?
Is there a working example for assigning cases to a queue using JavaScript in bulk?
Any help or reference would be appreciated.
Thanks!

Categories:

Microsoft Dynamics CRM

Hi,

1. Confirming: primaryControl.getGrid().getSelectedRows() Yes, this is supported and correct when you're on a main grid Command Bar button.

primaryControl.getGrid().getSelectedRows().forEach(row => {
const entityReference = row.getData().getEntity();
const id = entityReference.getId(); // This is the GUID
const entityType = entityReference.getEntityName(); // e.g., "incident"
});

So this part is fine, but be sure you're correctly extracting the ID and entity name.

2. Assigning Cases to a Queue — Required Steps
To move a Case to a different Queue, you don’t “reassign” the Case itself — you manipulate queueitem records:

Find the existing queueitem for the case (if it exists)
Delete the existing queueitem

Create a new queueitem in the target queue

3. Working JavaScript Sample — Bulk Move Cases to Another Queue
Here's a complete working example, assuming you're using the Command Bar on the Case main grid:

function moveCasesToQueue(primaryControl) {
const targetQueueId = "00000000-0000-0000-0000-000000000000"; // ← replace with your queue GUID

primaryControl.getGrid().getSelectedRows().forEach(async (row) => {
const entity = row.getData().getEntity();
const caseId = entity.getId().replace("{", "").replace("}", "");

try {
// Step 1: Get existing queueitem for the case (if any)
const existingQueueItems = await Xrm.WebApi.retrieveMultipleRecords("queueitem", `?$filter=_objectid_value eq ${caseId} and objecttypecode eq 'incident'`);

// Step 2: Delete existing queueitems
for (let item of existingQueueItems.value) {
await Xrm.WebApi.deleteRecord("queueitem", item.queueitemid);
}

// Step 3: Create new queueitem in the target queue
const newQueueItem = {
"objectid_incident@odata.bind": `/incidents(${caseId})`,
"queueid@odata.bind": `/queues(${targetQueueId})`
};

await Xrm.WebApi.createRecord("queueitem", newQueueItem);

console.log(`Moved case ${caseId} to queue successfully.`);
} catch (err) {
console.error(`Failed to move case ${caseId}`, err);
Xrm.Navigation.openAlertDialog({ text: `Error moving case: ${err.message}` });
}
});
}

Optional Enhancements:
Add a confirmation dialog before executing
Show a success/failure dialog with a summary

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