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Display a warning whenever a user does not open an assigned case RRS feed

  • Question

  • Hi, all!

    I have a somewhat difficult requirement that I would like to get some input on from the community.

    My client wants me to implement a user warning whenever a user is assigned a case and does not start working on that case within a given time interval. 

    This is rather easy, it's basically just a workflow that starts running whenever a case/incident is assigned. The real issue is how to display the warning?.

    I do not believe it is possible to write a custom workflow activity that displays a html web resource without running into multiple security obstacles, so I need to look elsewhere. However, since the warning should be displayed to users who does not start working on a case (.i.e not opening the form) I would somehow need to inject the javascript into the ribbon in a sneaky way or something. (Having the workflow create a custom entity with a datetime value and having a hidden script running in the ribbon checking that value). But that sounds a bit crazy to me, would most likely be buggy, and messy as hell. 

    The last option I consider is to have the workflow create a task that starts immediately whenever the user oversits the limit and sync that to Outlook, but given the usual sync interval this would likely popup with a substantial delay most times.

    Am I missing something? Is there a rather quick and easy way to accomplish this? Or should I tell my client that it's not possible?

    Thursday, October 29, 2015 1:19 PM

All replies

  • It's a lot easier to tell the client that it's not possible (or not within any reasonable cost). The biggest problem is that you've no idea what screen the user would be on once the time limit is reached, and that assumes that they have CRM open.

    If I had to do something like this, then I'd use something outside of the CRM UI to display the warning. An Outlook task or appointment is one option; another would be a Windows application (or App) that is installed on each machine and queries CRM periodically to check if a warning needs to be displayed


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

    Thursday, October 29, 2015 3:31 PM
    Moderator
  • It's a lot easier to tell the client that it's not possible (or not within any reasonable cost).

    Usually it is :)

    The biggest problem is that you've no idea what screen the user would be on once the time limit is reached, and that assumes that they have CRM open.

    If I had to do something like this, then I'd use something outside of the CRM UI to display the warning. An Outlook task or appointment is one option; another would be a Windows application (or App) that is installed on each machine and queries CRM periodically to check if a warning needs to be displayed


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

    They would *most* likely be in Outlook, but as you say, there is no way of knowing it. Furthermore, I would like to avoid anything that involwes writing and deploying Outlook plugins, services or other apps to each client as that has a lot of overhead.

    I went with suggesting a dashboard that displays the users who oversits the time limit instead.

    Thanks for the input!

    Friday, October 30, 2015 7:53 AM