Changing Appointment Owner to Queue

(1) Share

Report

Posted on by TedW

460

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

Categories:

Dynamics 365 Customer Service

All responses (3)

Answers (0)

Joseph Melillo 116 on at

Like (0)

Report

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.
Ian_P 56 on at

Like (0)

Report

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?
TedW 460 on at

Like (0)

Report

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