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HIDE MS CRM Queues RRS feed

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    I need to hide a custom queue that i've created for users belonging to CSR  Role.Any swift response in this regard would be much appreciated.
    • Moved by Mathias Schiffer Wednesday, June 3, 2009 6:40 PM English Language Post (From:Microsoft Dynamics CRM)
    Wednesday, June 3, 2009 3:56 PM

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    You have two options. Either divide users between organizations OR 
    create a custom page that displays the information based on the users BU (As you require) and modify the Sitemap to remove the Queues and point to the custom queue page.

    Hassan.
    Hassan Hussain | http://hassanhussain.wordpress.com/
    • Proposed as answer by Hassan Hussain Wednesday, June 3, 2009 8:24 PM
    Wednesday, June 3, 2009 8:24 PM
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    Hi,

    Thank you for the reply . i won't be able to divide the the users as they should be under one organization.
    The requirement is for a helpdesk system where there are Level 1 and level 2 support.L1 support can assign the case to the L2 support but should not have access access to L2 support queue .
    Thursday, June 4, 2009 6:15 AM
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    Ok. In this case you could also modify the sitemap to only display the Queues based on the users security role. But this would also mean that they will not be able to view items in the assigned queue. 

    Hassan.

    Hassan Hussain | http://hassanhussain.wordpress.com/
    Thursday, June 4, 2009 7:32 AM
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    I can do that but it will have an impact on the entire queues ..the requirement here is that ,

    when a "level1/Tier 1 CSR" logs in he should see his Inprogress,assigned and L1 Support queue and

    when a "level2/Tier 2 CSR" logs in he should see his Inprogress,assigned and L2 Support queue .

    Thursday, June 4, 2009 9:30 AM
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    Ok. For that you will need to build a cusom page that displays the queues based on role. There is no other supported way around it i'm afraid.

    H.
    Hassan Hussain | http://hassanhussain.wordpress.com/
    Thursday, June 4, 2009 9:33 AM
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    You can use plugins to hide queues, which should be significantly less development than building a custom page see the following for an example:

    http://blogs.msdn.com/ukcrm/archive/2007/10/08/microsoft-dynamics-crm-4-0-tidbits-advanced-events.aspx
    Microsoft CRM MVP - http://mscrmuk.blogspot.com/ http://www.excitation.co.uk
    Thursday, June 4, 2009 10:29 AM
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    Hi David,

    Excel

    Saturday, June 6, 2009 3:17 PM
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    Hi David,

    Excellent solution :0) ..Thank you.

     

    Saturday, June 6, 2009 3:17 PM