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    Hi,

    I've recently created an entity that uses queues as part of its process, and I have created statuses for the record based on if the record is assigned to someone and then they can highlight if they are currently working on the record.

    I've enabled the record to move around queues as it is re-assigned round the people that need to see it, so at whatever stage it is at the person who needs to do something with it should see it in their queue. The query comes with the queue item associated with the record. There are buttons in the ribbon that allow the user to re-route the item to another queue, say they are working on it etc. As any update the the queue the item is in or who is working on it doesn't update back to the record there is a way for the queue item and the record to become disconnected. So the record could be owned and worked on by one user, but the item could be showing it in another queue and worked on by a different user.

    The only way that i can think of to link the two up is to have a plugin on the queue item that checks for the related object type (as this only needs to happen with records of this type) and any changes to it are either written back to the record or stopped as it must be done via the record itself.

    But i'm not sure if this is the best way to go, so i was wondering if anyone had a better idea on how this could be done. I realise this probably isn't how queues are meant to be used properly and things have been made very overcomplicated.

    Thanks

    Wednesday, January 9, 2013 4:48 PM

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    Hi,

    The queue items are meant to be dealt with separately to the owner of the record, so you can mark a record as being worked on by yourself, but it could still be owned by someone else. I've written a plugin before to keep the two in sync, so when a queue item is marked as being worked on by a user, the item is also assigned to them. This does seem to work well.

    Scott

    Scott Durow
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    Wednesday, January 9, 2013 10:42 PM
    Answerer

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  • Question
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    Hi,

    The queue items are meant to be dealt with separately to the owner of the record, so you can mark a record as being worked on by yourself, but it could still be owned by someone else. I've written a plugin before to keep the two in sync, so when a queue item is marked as being worked on by a user, the item is also assigned to them. This does seem to work well.

    Scott

    Scott Durow
    Read my blog: www.develop1.net/public     Follow Me on Twitter
    If this post answers your question, please click "Mark As Answer" on the post and "Mark as Helpful"

    Wednesday, January 9, 2013 10:42 PM
    Answerer
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    It's a  little confusing. Are you trying to say when you add the item to a queue, you also change the ownership of the record?

    Could you explain the situation a little better?

    Thanks buddy.

    If you find this post helpful then please "Vote as Helpful" and "Mark As Answer". Amreek Singh Senior Solution Architect HP Australia Sydney, Australia http://mscrmshop.blogspot.com http://crm2011usersettings.codeplex.com

    Wednesday, January 9, 2013 11:41 PM
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    Sorry, it does sound a little confusing. I'll try to explain it better.

    I have a record that can get re-assigned around users and so the queue it is in will also change. But the queue item allows the user to change the queue it is in without it reflecting that change on the record. So the record could be with someone to work on but the item could have been moved to a different person. I'm wanting to keep the two in sync with who the item and the record are with, no matter where it is changed from.

    I'll have a look into creating a plugin for it i think.

    Thursday, January 10, 2013 8:54 AM