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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Can't set case cre...
Microsoft Dynamics CRM (Archived)

Can't set case creation rule to set the owner as a team

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Posted on by Franglais

I've got a case creation rule that I'm wanting to change the case owner from a user to an owner team. I have set up the owner team, but in the case creation rule when I try to change the owner from the user to the owner team, I can only select other users; I can't select a team.  What am I doing wrong?!

Essentially what I'm wanting is when a case is created from an email sent in, is that case is assigned to a support team, rather than an individual user.

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  • mscrmba Profile Picture
    mscrmba on at

    I think it should be possible.

    Do your teams have the security roles needed to own/assign/update/read/create/Append/Append to Cases?

    Have a look at this:

    www.preact.co.uk/.../microsoft-dynamics-crm-automatic-case-creation

  • Franglais Profile Picture
    Franglais on at

    In that example, they have a team as the owner though (don't they?) which is what I can't figure out!

  • mscrmba Profile Picture
    mscrmba on at

    They must have made it happen though....  Will do a bit more digging.

  • Franglais Profile Picture
    Franglais on at

    You also can't change the case owner in those rule items!

  • Community Member Profile Picture
    Community Member on at

    A Team cannot own records unless it has at least "User" level (bad name really) Read privileges for the entity.

    Have you created a suitable Security Role with user level read privilege on the Case entity and assigned it to your Team?

  • Franglais Profile Picture
    Franglais on at

    Hi Adam, The team has the security role of Customer Service Representative, but I still can't set the case creation rule owner to the team!

    There is no option to have the case creation rule owner (which I assume is what controls who owns the case) as a team, just a user.

  • mscrmba Profile Picture
    mscrmba on at

    The rule is owned by an individual user (that shouldn't affect who owns the resulting cases).

    When you are in Case Creation Rule - You can select a queue that is a team.

    Instead of routing to a queue you can route to a User/Team instead see section 7.3 of this:

    www.microsoft.com/.../create-rules-to-automatically-route-cases.aspx

    You can set the Case to have an owneridtype = 'Team' in a Case Creation Rule Item under the Case Properties (once you've created the rule).  I'm not quite sure how that'd work as you can't define an Owner.

    I'd best leave you to an expert on these rules (not me).

  • Franglais Profile Picture
    Franglais on at

    In the link it says against Owner - In the example above, automated cases will be assigned to a CRM service team. Note: If no routing rule is set each case created will default to this owner

    Unfortunately, when you try to change the owner, it only allows you to select a user, not a team, so how the heck they did it, I have no idea...!

  • Suggested answer
    mscrmba Profile Picture
    mscrmba on at

    I think it must be done under Routing Rule Set.  

    Under the Then Conditions:

    You can select to  Route to a User or Team then and Assign to a selected Team.

    Hope that's the solution you need.

  • Community Member Profile Picture
    Community Member on at

    You are right, that does seem to be the situation. Looking at the screenshot, it does show a presence icon against the owner field. That would seem to imply that "Preact Support" is logged on somewhere, which tends to suggest this is a dummy user, rather than an actual CRM Team.

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