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Creating Tasks with Dynamics CRM 4 Workflows: Can I assign them to groups instead of users? RRS feed

  • Question

  • When I create workflows n Dynamics CRM, I often use them to create tasks for specific users.

    Problem is that sometimes users tend to move to another position in the organisation, or even leave the organisation. So I was wondering if I could instead assign tasks created by workflows to groups instead of users. This way I could assign a workflow to Legal Department, for example, and rest assured that whoever is responsible for this department will pick up on the workflow tasks.

    However when creating the workflow I only have the option to choose users, not groups. Am I doing something wrong or this is simply not possible in CRM 4?

    Thanks in advance,
    P.

    Thursday, September 9, 2010 8:05 PM

Answers

  • Your steps 6 and 7 are incorrect. Instead Add a new step to the Workflow (just like you added the Create Record step) and select the Assign step. This step will allow you to assign the created activity to the queue.
    MSCRM Bing'd - http://bingsoft.wordpress.com
    Friday, September 10, 2010 9:25 PM
    Moderator

All replies

  • You could create a queue and assign the task to that. A queue represents a common place to hold related cases and activities. So create a Queue called Legal Department for example.
    MSCRM Bing'd - http://bingsoft.wordpress.com
    • Proposed as answer by RhettClintonMVP, Moderator Thursday, September 9, 2010 9:12 PM
    • Marked as answer by Jim Glass Jr Friday, September 10, 2010 4:36 PM
    • Unmarked as answer by pmdci Friday, September 10, 2010 8:52 PM
    Thursday, September 9, 2010 9:12 PM
    Moderator
  • Hi

    Queues are a good way of handling this.

    We are heavy users of case management, and cases are often created by none helpdesk staff, so these are just assigned to a queue, where individual helpdesk staff can accept the cases.

    Could you perhaps use this option?

    Rob


    www.crmconsult.info Twitter:robertpeledie
    Thursday, September 9, 2010 9:12 PM
  • Hi,

     

    My concern is, isn't queues part of the Service Module? My idea is to assign tasks which are related to opportunities and contracts. By the way when selecting the OWNER of the tasks, I can only select users. The dropdown to select other entities (e.g.: groups, queues, etc) is greyed out.

    Is queues still the right track?

     

    Regards,

    P.

    Thursday, September 9, 2010 9:15 PM
  • Hi

    It's not so much the owner as I'm pretty sure ownership is retained while an item is in a queue until another user accepts..

    I still think queues are worth investigating. Might be worth creating one and seeing if it meets your needs.

    Rob


    www.crmconsult.info Twitter:robertpeledie
    • Proposed as answer by 365knowledge.com Thursday, September 9, 2010 10:18 PM
    • Marked as answer by Jim Glass Jr Friday, September 10, 2010 4:36 PM
    • Unmarked as answer by pmdci Friday, September 10, 2010 8:52 PM
    Thursday, September 9, 2010 9:55 PM
  • PS: Having said that, what would be the purpose of creating teams in Dynamics CRM versus Queues?

    Cheers,
    P.

    Thursday, September 9, 2010 10:17 PM
  • you could create some genereic user some one called "Legal Team Owner" and assign all task to this user and you can also assign this task to queue ...

    people can pick one by one task and assign to them before statring work so this should resolve issue..


    MayankP My Blog My twitter
    Thursday, September 9, 2010 10:24 PM
    Answerer
  • Teams are a collective of users that have access rights to records. Queues allow Cases and Activities to be assigned to a common area that can be viewed by multiple users.

    Queues are not only meant for the Service area, as you can see, Queues are available from the CRM Workplace.


    MSCRM Bing'd - http://bingsoft.wordpress.com
    Thursday, September 9, 2010 10:31 PM
    Moderator
  • I created a Queue called Finance Department. However as I suspected, I can't used it on my workflows. Here is what I did:

    1. I Went to Settings -> Business Management and created a new Queue called Finance. First thing I noticed is that I can't add users to this queue, except an owner
    2. Created a new workflow (account entity just for test)
    3. Added a first step for Create Record
    4. In the Create dropdown list I selected Task, then I clicked in Set Properties
    5. A new window appears where I can set information about the task. The field Regarding, for instancehas {Account(Account)} by default
    6. I select the field Owner and I click in the lookup icon (the magnifying glass)
    7. A lookup dialogue box appears, where I can ONLY select users. The dropdown Look for i(where I think I should be able to select between users, queues, groups, whatever) is greyed out with the option Users.

    Any ideas what I am doing wrong? Sure there must be a way to assign a task to a group of users, or queue!!! What about Resource Groups? Perhaps this is what I am looking for? Can I use them in workflows?

    Thanks in advance for all the help.

    Regards,
    P.

     

     

    • Edited by pmdci Thursday, September 9, 2010 11:14 PM typos
    Thursday, September 9, 2010 10:58 PM
  • Teams are a collective of users that have access rights to records. Queues allow Cases and Activities to be assigned to a common area that can be viewed by multiple users.

    Queues are not only meant for the Service area, as you can see, Queues are available from the CRM Workplace.


    MSCRM Bing'd - http://bingsoft.wordpress.com

    Could I use teams to allow an account manager to automatically share all of his accounts/opportunities/etc with his manager?

    Problem is that we have a Matrix hierarchy in our org. The sales manager from Region A, is also the direct line of report for the Sales Manager of Region B. I need the sales manager from Region A to be able to see by default all accounts/opportunities/etc from the Sales Manager of Region B...

    Cheers,
    P.

    Thursday, September 9, 2010 11:11 PM
  • You do not se  the Owner, you just select an Assign step in the workflow steps and choose the queue.
    MSCRM Bing'd - http://bingsoft.wordpress.com
    Friday, September 10, 2010 12:17 AM
    Moderator
  • You do not se  the Owner, you just select an Assign step in the workflow steps and choose the queue.
    MSCRM Bing'd - http://bingsoft.wordpress.com

    This is my point: I CAN'T. I can't choose the queue! Only users... See my previous post where I itemised al the steps I took when creating the queue.
    Friday, September 10, 2010 7:00 PM
  • Your steps 6 and 7 are incorrect. Instead Add a new step to the Workflow (just like you added the Create Record step) and select the Assign step. This step will allow you to assign the created activity to the queue.
    MSCRM Bing'd - http://bingsoft.wordpress.com
    Friday, September 10, 2010 9:25 PM
    Moderator
  • Your steps 6 and 7 are incorrect. Instead Add a new step to the Workflow (just like you added the Create Record step) and select the Assign step. This step will allow you to assign the created activity to the queue.
    MSCRM Bing'd - http://bingsoft.wordpress.com


    Thanks! I was able to assign the created record (in this case a Task) by following your instructions. In this case, I believe that assigning an owner in the creation of the Task itself is irrelevant, since it will be assigned to a queue in the next step. am I right?

    Thanks for the help!

    P.

    Saturday, September 11, 2010 12:23 AM
  • Yes the task will be assigned to the queue but the owner will stay the same as what it was when it is assigned and will only change when another user accepts the task/or assigns it to another user from the the queue which will then make the task show in the Owners In progress/Assigned queues respectively.
    MSCRM Bing'd - http://bingsoft.wordpress.com
    Saturday, September 11, 2010 8:57 AM
    Moderator
  • Thank G-d Microsoft came to its senses and added group ownership in Dynamics CRM 2011. It rocks!
    Tuesday, September 14, 2010 2:47 PM
  • I'm trying to do the same in CRM 2011. When creating an "assign" workflow step, I am only allowed to assign to a user or a team. Is this a bug? How do I assign an activity to a queue in CRM 2011?

     

    Thanks!

    Thursday, October 7, 2010 12:35 AM
  • Had the same problem. Eventually found the solution on another thread.

    You need to create a Queue Item in the workflow, and assign the Task previously created as an Item to the Specific Queue.

    I preferred Assign to Queue as a simpler operation.


    Warm Regards,Paul (xRM Ranger). {"a wiz": "must wiz"}

    Thursday, December 9, 2010 12:59 PM