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Case Escalation and User's Working in dynamics crm 2011? RRS feed

  • Question

  • i Have 3 users in dynamics crm 2011.for 3 users has working hours. Let's Say

    User1 -------> will work on 09:00AM to 06:00PM

    User2 ------->will work on 06:00PM to 11:59PM

    User3-------->will work on 12:00AM to 06:00AM.

    Case Entity has priority (High-1,Low-3,Normal-5)

    if case created on 05:00 clock and this case priority is Low--3 hours.that case will go to User1.User1 will start working after 05:00 clock.but he available upto 06:00 PM only.he will work on 1 hour. the remaining two hours should be added in next day for that same user.how can i do that.could anybody help out on this Any ideas would be highly appreciated?


    hsk srinivas

    Friday, September 5, 2014 1:30 PM

All replies

  • There is a system entity of users. There relationship between user and case is N:N therefore we will create another entity say Case Worker. Whenever a user works on case then a record in case worker entity will be created with the information of user, timimngs and case. You can also calcualte the time spend individually and total is on the case also.


    Regards Faisal

    Monday, September 8, 2014 12:53 PM