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Changing Appointment Owner to Queue

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Posted on by TedW

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Hi,

We would like to automatically change the Owner of an Appointment to the Queue to which the Owner belongs to.

So for example, if I create an Appointment now, I am the Owner, but I belong to the Technical Support Queue, how can I create a workflow that automatically changes the Owner to the Technical Support Queue.

I have looked at a workflow using either an assign or Update Record, the Assign option will only allow me to select a User or Team and not the Queue, and the Update Record step wont give me an option to update the Owner.

Thanks

Ted

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Dynamics 365 Customer Service

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TedW 479 on at

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Changing Appointment Owner to Queue

Hi,

Just to further clarify, its not the Owner I need to change, its the Organizer, as the Organizer is the 'From' field in the Appointment.

Thanks

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Ian_P 64 on at

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Changing Appointment Owner to Queue

I cannot see an Organizer field so this must be a customization. It will then depend what relationship or lookup you have assigned to the field.

Normally an Owner type field is a User or Team.

Can you not set the value to Team associated to the Queue instead?

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Joseph Melillo 125 on at

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Changing Appointment Owner to Queue

Queues cannot be included in the Owner field polymorphic lookup in Dynamics 365. The Owner field strictly supports only User and Team entities. This behavior is by design in Dynamics 365 Customer Engagement and cannot be changed directly.

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Ali Hamza 170 on at

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Changing Appointment Owner to Queue

You can use Power Automate FLOW or a plugin to achieve this functionality. You will need to set Activity party object in the form.

Here is sample code, please test first at your end. You will need to register plugin using Plugin registration code and register step on create of appointment entity / table.

using System;
using System.Linq;
using Microsoft.Xrm.Sdk;
using Microsoft.Xrm.Sdk.Query;

public class SetAppointmentFromField : IPlugin
{
public void Execute(IServiceProvider serviceProvider)
{
// Obtain the execution context
IPluginExecutionContext context = (IPluginExecutionContext)serviceProvider.GetService(typeof(IPluginExecutionContext));

// Check if the target entity is Appointment and if it's being created or updated
if (context.InputParameters.Contains("Target") &&
context.InputParameters["Target"] is Entity targetEntity &&
targetEntity.LogicalName == "appointment")
{
// Obtain the organization service
IOrganizationServiceFactory serviceFactory = (IOrganizationServiceFactory)serviceProvider.GetService(typeof(IOrganizationServiceFactory));
IOrganizationService service = serviceFactory.CreateOrganizationService(context.UserId);

try
{
// Get the current user ID
Guid currentUserId = context.InitiatingUserId;

// Query queues where the user is a member
QueryExpression query = new QueryExpression("queue")
{
ColumnSet = new ColumnSet("queueid", "name"),
Criteria = new FilterExpression
{
Conditions =
{
new ConditionExpression("primaryuserid", ConditionOperator.Equal, currentUserId)
}
}
};

EntityCollection queues = service.RetrieveMultiple(query);

if (queues.Entities.Any())
{
// Use the first queue found (or apply your own logic to determine which queue to use)
Entity queue = queues.Entities.First();
EntityReference queueReference = new EntityReference("queue", queue.Id);

// Update the "From" field of the appointment
if (targetEntity.Attributes.Contains("from"))
{
targetEntity["from"] = new EntityCollection(new Entity[]
{
new Entity("activityparty")
{
["partyid"] = queueReference
}
});
}
else
{
targetEntity.Attributes.Add("from", new EntityCollection(new Entity[]
{
new Entity("activityparty")
{
["partyid"] = queueReference
}
}));
}
}
else
{
throw new InvalidPluginExecutionException("The current user is not associated with any queue.");
}
}
catch (Exception ex)
{
throw new InvalidPluginExecutionException($"An error occurred in the SetAppointmentFromField plugin: {ex.Message}", ex);
}
}
}
}

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