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How to search on cases that are not in a queue

Proposed Answer How to search on cases that are not in a queue

  • Monday, December 10, 2012 8:10 AM
     
     
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    I have cases in our CRM systmet (CRM 2011), that are not on a queue. There are at leat two reasons why a case is not on a queue; 1) users have clicked on the release button, 2) The e-mail plugin filter have been disablet.

    I can't search using the queue item entity, since the case is not part of any queue. And the case entity does not contain any queue coloumns........

    -olanski

     

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  • Monday, December 10, 2012 9:39 AM
     
     
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    Hi,

    You can search in Service Tab and make a filter that show the cases don't have a queue. If you don't like that solution you can make a queue called WithoutQueue make as default value.

    Hope this helps.
    If i answered your question, please mark the response as an answer and also vote as helpful.

    Pedro Azevedo Crm Specialist 4.0\2011

     
  • Tuesday, May 07, 2013 9:58 AM
     
     
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    Hi,

    You can search in Service Tab and make a filter that show the cases don't have a queue. If you don't like that solution you can make a queue called WithoutQueue make as default value.

    Hi Pedro,

    I am looking for the same, and I can not see how you can do this? When I try and create a view on the case to include any record where the Queue Items does not exist then I get no rows returned - because any criteria on Queue Items causes the query to only include records that actually has a queue item assigned.

    Is there something I am overlooking?

    Best regards
    Nicolai W Hjorth
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    Please vote as helpful / mark as answer where appropriate ;)

     
  • Tuesday, May 07, 2013 2:46 PM
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     Proposed Answer
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    Unfortunately, this tpye of query is not possible with Advanced Find, as it is beyond the current capabilities of the underlying FetchXml engine.

    The query from the above screenshot would be interpreted as 'Active cases, linked to a queue item, where the linked queue item does not have a CreatedBy value'

    Microsoft CRM MVP - http://mscrmuk.blogspot.com/ http://www.excitation.co.uk

     
  • Wednesday, May 08, 2013 8:23 AM
     
     
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    Thank's David.

    Based on the discussion in http://social.microsoft.com/Forums/en-US/crm/thread/ce8811e2-b98c-4897-9cc4-4f29776e1fed we have decided to advance using owner & assignment rather than queues for our case handling. This way we mimic the behaviour in our current Siebel based support system.

    We will re-visit the queues and look into them after the migration - I see potential for using it in local department owned queues.

    Best regards
    Nicolai W Hjorth
    --
    Please vote as helpful / mark as answer where appropriate ;)

     
  • Wednesday, May 08, 2013 2:30 PM
     
     
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    Nicolai, you can configure the Queue entity so that when a record is assigned to a user or team it will always be added to the default queue for that principal type, ie the user or team's queue. This may give you a bit of the best of both worlds.

    Hope this helps.
    Adam Vero, Microsoft Certified Trainer | Microsoft Community Contributor 2011
    Blog: Getting IT Right