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Adding Cases to My Work Activities view in CRM RRS feed

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    How can I modify My Work Activities to include Cases? We plan to use Cases as a Help Desk ticketing system and it would be helpful to be able to include cases with the other items under Actvities so the users major working items are in one place. Has anyone done this?
    Friday, March 5, 2010 10:35 PM

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    few ideas/ suggestions for this..

    1. use the existing My Work Assigned Queue & In Progress Queue

           this queue displays the all actvities & case assgined to me and working on them

    2. Custom Report

          Create a custom report which gets all activities and case details in this report and displays this report  in HTML page and then using sitemap add this report to include this in to CRM


    Friday, March 5, 2010 11:36 PM
    Answerer
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    Another option might be to use workflows to generate a Task with a special title e.g. CASE XXXXXX TITLE. This could then sit under the Case. There is the complication of making sure the Task is completed before resolving the Case though.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/

    or hear me tweet @leontribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Saturday, March 6, 2010 9:25 AM

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    few ideas/ suggestions for this..

    1. use the existing My Work Assigned Queue & In Progress Queue

           this queue displays the all actvities & case assgined to me and working on them

    2. Custom Report

          Create a custom report which gets all activities and case details in this report and displays this report  in HTML page and then using sitemap add this report to include this in to CRM


    Friday, March 5, 2010 11:36 PM
    Answerer
  • Question
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    Another option might be to use workflows to generate a Task with a special title e.g. CASE XXXXXX TITLE. This could then sit under the Case. There is the complication of making sure the Task is completed before resolving the Case though.

    Leon Tribe

    Want to hear me talk about all things CRM? Check out my blog

    http://leontribe.blogspot.com/

    or hear me tweet @leontribe
    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Saturday, March 6, 2010 9:25 AM
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    I tried adding "Cases" to the My Work group using the Site Map. It seemed promising but even though the XML code looked good, I could not get the XML file to load. I got an error everytime I tried to modify the file and upload it.

    I'm continuing to try, but cannot see what the XML problem might be. There are no diagnostics or debugging for the upload, it just tells you the format of the file is wrong.

    Gregory N. Brooks Secure Data Inc. gregory.brooks@securedatainc.com
    Monday, March 22, 2010 3:42 PM
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    I suggest use some tools to update site map..see following links

    http://www.patrickverbeeten.com/pages/TechnicalNet/MicrosoftCrm/CrmXmlEditor.aspx?id=20

    http://blog.customereffective.com/blog/2008/02/microsoft-crm-4.html

    Hope this helps..

     

     

    Monday, March 22, 2010 3:56 PM
    Answerer
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    I found the Customer Effective articles. Thanks.

    I tried using the CRM Demonstration Tools Site Map Editor without success. I downloaded Patrick Verbeeten tool and will give that a try.

    It helpped! Thanks.

    Gregory N. Brooks Secure Data Inc. gregory.brooks@securedatainc.com
    Tuesday, March 30, 2010 9:38 PM