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Creating 2 queue items heads up! RRS feed

  • Question

  • Hi all,

    I came across this problem yesterday. I you resolve a Case and then want to reactivate at a later time it will not change the status of the Queue Item.  The Queue Item status will remain Inactive. 

    Adding the Case to a new Queue will create a new Queue Item with the status of Active.  You now have 2 Queue Items for the Case created; 1 Inactive, 1 Active.

    If you do an advanced search on the queue item name, you will find 2 items.

    When you try and view Queue Item Details,  you will receive the following error.


    Have a good day.

    Thursday, August 30, 2012 2:28 AM

Answers

  • Yes, it's annoying. You could add a plugin to the case to delete any related queue items when the case is de-activated.

    Rob


    Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

    Thursday, August 30, 2012 7:56 PM
    Answerer