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Activities: Assign to teams or add into queues RRS feed

  • Question

  • Hello,

    I am facing an existential question here.

    What would be the difference between assigning a task to a team, or adding it to a queue? I want to understand when would I do one or another.

    Also, since every team also has a queue: When would I assign the task to a team, or add it to this team's queue? I understand that assigning a task to a user/team does not automatically adds the task to the correspondent user/team queue.

     

    Thursday, April 28, 2011 5:46 PM

Answers

  • Good question, since it looks very similar assigning or adding to the queue. However there are few thing that you need to keep in mind that would help you decide whter to use queues or teams or just simply assign to user.

     

    Queues

    - Can help with workflows, you can pickup items from the queue to work on

    - The item can belong to someone or to some team, yet can move from queue to queue. think it like, the ownership remains the same, but based on the status (or for example the sales stage) moves from queue to queue

    - You can assign the queue itself to a team and control access to the queue based on the team membership, so maybe you have some service tickets that can be worked on only by some certain resources but not others, then the users would be part of the team which owns the queue and the user has user level read/write access to queues and hence is prevented from working on queues owned by other teams. Again the user can be part of multiple teams, and hence can work on only certain queues, handling certain types or stages of requests, etc.

     

    Teams

    - Can own items, queues.

    - Can be used to implement access policies which are not handled by the out of box roles and BU, for example Matrix type of access. Can also handle the type of access wherein you need to restrict by stage or type service request rather than field level. So if a certain service request is closed, only QA will have edit access to audit he request, but if they are open, QA will not have edit access, but CSR will have - Same service request, but different access based on stage or type or request

    User

    - Can own items, but can also pick items from queue and be part of team

    -Ultimate ad-hoc access - use assign or share to micro manage access

     

    Some tips:

    -Since picking up items to work on doesn't automatically add the item to your personal queue or assign it (though it does gives you options), what you cna do is write some custom code to streamline the behavior. Otherwise the it is too open as the user cna do multiple thing in multiple states. What you cna do is write code to automatically assign adn change the queue from the work queue to personal queue, when an item is picked to worked on by an user.

     

    Hope this helps

    Thanks and regards

    AniMandal

    http://xrmadventures.wordpress.com/

     

    • Proposed as answer by AniMandal Thursday, April 28, 2011 6:24 PM
    • Marked as answer by pmdci Thursday, April 28, 2011 9:06 PM
    Thursday, April 28, 2011 6:24 PM

All replies

  • Good question, since it looks very similar assigning or adding to the queue. However there are few thing that you need to keep in mind that would help you decide whter to use queues or teams or just simply assign to user.

     

    Queues

    - Can help with workflows, you can pickup items from the queue to work on

    - The item can belong to someone or to some team, yet can move from queue to queue. think it like, the ownership remains the same, but based on the status (or for example the sales stage) moves from queue to queue

    - You can assign the queue itself to a team and control access to the queue based on the team membership, so maybe you have some service tickets that can be worked on only by some certain resources but not others, then the users would be part of the team which owns the queue and the user has user level read/write access to queues and hence is prevented from working on queues owned by other teams. Again the user can be part of multiple teams, and hence can work on only certain queues, handling certain types or stages of requests, etc.

     

    Teams

    - Can own items, queues.

    - Can be used to implement access policies which are not handled by the out of box roles and BU, for example Matrix type of access. Can also handle the type of access wherein you need to restrict by stage or type service request rather than field level. So if a certain service request is closed, only QA will have edit access to audit he request, but if they are open, QA will not have edit access, but CSR will have - Same service request, but different access based on stage or type or request

    User

    - Can own items, but can also pick items from queue and be part of team

    -Ultimate ad-hoc access - use assign or share to micro manage access

     

    Some tips:

    -Since picking up items to work on doesn't automatically add the item to your personal queue or assign it (though it does gives you options), what you cna do is write some custom code to streamline the behavior. Otherwise the it is too open as the user cna do multiple thing in multiple states. What you cna do is write code to automatically assign adn change the queue from the work queue to personal queue, when an item is picked to worked on by an user.

     

    Hope this helps

    Thanks and regards

    AniMandal

    http://xrmadventures.wordpress.com/

     

    • Proposed as answer by AniMandal Thursday, April 28, 2011 6:24 PM
    • Marked as answer by pmdci Thursday, April 28, 2011 9:06 PM
    Thursday, April 28, 2011 6:24 PM
  • Ani,

    Very insightful. Thanks for sharing those pointers!

    +10^e10

    Thursday, April 28, 2011 9:10 PM