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Assign a case to team at the time of case creation

Answered Assign a case to team at the time of case creation

  • Monday, December 03, 2012 2:47 PM
     
     
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    Good evening All,

    Through portal I am creating  case record in CRM 2011(On-premise). At the time of case creation, I want assign the case to particular team depending upon the user selection( Having a drop down similar as team name).

    When the users of the Team login in to CRM, then he can able to see the case in my active cases.

    Now I am setting the case “owningteam” to team at the time of case creation.

    But I am unable to see the cases in the individual Team user login.

    Am I doing anything wrong?

    Regards,

    Priya.

     

All Replies

  • Tuesday, December 04, 2012 5:58 AM
     
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    Hi Priya,

    Have you tried assigning the case to the respected team or while creating the case
    setting the owner field as respected owning team?

    Instead of setting owningteam set owner field.


    Thanks

    Suresh


     
  • Wednesday, December 05, 2012 6:51 AM
     
     
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    Hi Suresh,

    Thanks for your response.

    Now I am able to set case owner as a Team.

    But I am unable to find the case inside My Active cases. It is showing in All the active cases view, while I am login as User which is exists in the assigned team.

    It should be like that, or it should show inside the My Active Cases view for all users exists in the assigned Team?

    Regards,

    Priya.

     
  • Wednesday, December 05, 2012 7:37 AM
     
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    Hi Priya,

    It is default behaviour for My active case.

    For your requirement, you have to change the view to use OWNER EQUAL to CURRENT USER'S TEAM.

    Try to play with advance find and you will see the option.

    Thanks

    regards,
    Toong Yang
    http://eastoceantechnical.blogspot.com/


    • Edited by Toong YangMVP Wednesday, December 05, 2012 7:38 AM
    • Marked As Answer by PriyaSwain Wednesday, December 05, 2012 8:53 AM
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