When our support personnel reassign support cases from their own personal queues to another queue, for example the "Resolved in Next Release" queue, the case is still showing up in the user's "Active Cases".
I had thought that Rollup 4 would fix this.
From KB949925: When you click Assign in the Cases page to assign the service case to another user, the service case is not assigned to the user.
(A service case is not assigned to a user when you click Assign in Microsoft Dynamics CRM 4.0 http://support.microsoft.com/default.aspx/kb/949925/en-us)
I applied Rollup 5 a few weeks ago, but this problem persists. Am I (and the customer support manager, who asked to have this fixed) misunderstanding the behavior here? Is this a case of queue assignment/reassignment not working correctly, or is it a problem with how the "My Active Cases" view is configured?
Regards,
Gregg
