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Assigning a case to a queue RRS feed

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    Trouble trying to assign a case to a queue.

    The Queue can be selected, but when OK is clicked on the Confirm Assignment dialog box the case form is returned with the original value remaining in the Owner field and the case is not re-assigned. 

    This seems to be a general problem throughout the process and affects all users.

    Wednesday, January 19, 2011 9:31 AM

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    In CRM 4.0 when assign case record to Queue it will not change owner field becuase CRM needs Owner as particular system user.

    when assign case to queue then system create additional record in queueitem base table and thus when user views that specific queue that case will appear in that queue..

     

    MayankP
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    Friday, January 21, 2011 3:38 PM
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    Check the secuirty role of user. The user should have Append, Append to and assign permissions on queue and case.
    Regards Faisal
    Wednesday, January 19, 2011 9:36 AM
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    Thanks for the update, I've just checked the user's roles and they have

    Education Core

    Business Centre User

    Schools Liaison

    Systems Admin

     

    How would I know which role to amend and if there is no "circle" for an entity, how would I add it?

     

    Wouldn't system admin over-rule all other roles (and this role cannot be amended).

     

    Friday, January 21, 2011 2:52 PM
  • Question
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    In CRM 4.0 when assign case record to Queue it will not change owner field becuase CRM needs Owner as particular system user.

    when assign case to queue then system create additional record in queueitem base table and thus when user views that specific queue that case will appear in that queue..

     

    MayankP
    My Blog
    Follow Me on Twitter
    Friday, January 21, 2011 3:38 PM
    Answerer