Sign in
Microsoft.com
 
Microsoft
 
 
 

locked
CRM 2011 - Report on Case assignment RRS feed

 > 

  • Question

  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi

    Is there any way to create a report on the case assignment details.

    Eg.,

    Case1 assigned to A on 01/01/2012 - 5 days aging

    Case1 assigned from A to B on 01/06/2012 - 1 day aging

    Case1 resolved by B.

    Any help is appreciated. Thanks!

    Tuesday, September 11, 2012 7:48 PM

Answers

  • Question
    Sign in to vote
    0
    Sign in to vote
    I agree with Andrii, a custom entity (perhaps "Assignment") with a relationship to the Case would suit this perfect. This avoids any custom SQL work, directly against the database.  Then it would be a simple matter of creating a plugin to generate an instance of the assignment, recording the changes made.  

    If you register the plugin against the "assign" event, pre operation, you could use a property of the plugin execution context to determin the systemUser the record is being assigned to like so..

    SecurityPrincipal assignee = (SecurityPrincipal) context.InputParameters.Properties["Assignee"];
    The SystemUser guid will then be
    assignee.PrincipalId;  //Assuming you're not assigning to a queue!
    Then, as the plugin is registered in the pre operation stage, you can get the original system user from the originating case itself, allowing you to create the new entity with those fields completed.

    Hope this Helps.


    My Blog
    Twitter

    • Marked as answer by DhivyaSiva Wednesday, September 12, 2012 1:22 PM
    Tuesday, September 11, 2012 10:37 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Yes,

    It is possible to parse those audit information. I wrote article about it - http://a33ik.blogspot.com/2011/11/crm-2011-reports-on-data-auditing.html

    Freelance Developer for Dynamics CRM 4.0/2011

    • Marked as answer by DhivyaSiva Wednesday, September 12, 2012 1:54 PM
    Wednesday, September 12, 2012 1:28 PM
    Moderator

All replies

  • Question
    Sign in to vote
    2
    Sign in to vote

    Hello,

    Of course you can get this information from audit table but from my point of view it is better to create custom audit entity and store information regarding reassigning of case inside it.

    Freelance Developer for Dynamics CRM 4.0/2011

    • Proposed as answer by MubasherSharif Wednesday, September 12, 2012 8:03 AM
    Tuesday, September 11, 2012 8:24 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote
    I agree with Andrii, a custom entity (perhaps "Assignment") with a relationship to the Case would suit this perfect. This avoids any custom SQL work, directly against the database.  Then it would be a simple matter of creating a plugin to generate an instance of the assignment, recording the changes made.  

    If you register the plugin against the "assign" event, pre operation, you could use a property of the plugin execution context to determin the systemUser the record is being assigned to like so..

    SecurityPrincipal assignee = (SecurityPrincipal) context.InputParameters.Properties["Assignee"];
    The SystemUser guid will then be
    assignee.PrincipalId;  //Assuming you're not assigning to a queue!
    Then, as the plugin is registered in the pre operation stage, you can get the original system user from the originating case itself, allowing you to create the new entity with those fields completed.

    Hope this Helps.


    My Blog
    Twitter

    • Marked as answer by DhivyaSiva Wednesday, September 12, 2012 1:22 PM
    Tuesday, September 11, 2012 10:37 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Thanks so much. I will try this. I think this can also be acheived through workflow... instead of a plug-in.

    But just curious, Is there any way to parse the Audit table to get this info? I noticed the changed values in the Audit table are stored as -- '123~1234~dfsdf' which would be very difficult to manipulate. Microsoft should come up with a better way to store Audit logs...

    Dhivya Sivasankkar

    Wednesday, September 12, 2012 1:26 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Yes,

    It is possible to parse those audit information. I wrote article about it - http://a33ik.blogspot.com/2011/11/crm-2011-reports-on-data-auditing.html

    Freelance Developer for Dynamics CRM 4.0/2011

    • Marked as answer by DhivyaSiva Wednesday, September 12, 2012 1:54 PM
    Wednesday, September 12, 2012 1:28 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote
    Thanks Andrii. I will defenitely try this out. Appreciate it!

    Dhivya Sivasankkar

    Wednesday, September 12, 2012 1:43 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    Thanks Andrii. I will defenitely try this out. Appreciate it!

    Dhivya Sivasankkar

    So may be my answers should be marked as answer in case my reply answers your question?

    Freelance Developer for Dynamics CRM 4.0/2011

    Wednesday, September 12, 2012 1:50 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    I'm getting an error while executing the query

    Invalid length parameter passed to the LEFT or SUBSTRING function.

    Any help is appreciated.

    Dhivya Sivasankkar

    Wednesday, September 12, 2012 1:56 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    No problem, glad it helped. I also considered a workflow, but as they run after the change has been made, I couldn't think of a quick way to get the value of the previous owner of the record (without introducing hidden fields, and separate events, which isn't great from an architecture point of view)

    Cheers

    My Blog
    Twitter

    Wednesday, September 12, 2012 9:32 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi,

    Is it possible to find out the current owner and the previous owner of a case through plugin?

    Thanks.

    Dhivya Sivasankkar

    Thursday, October 11, 2012 2:42 PM