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Managing Queues in CRM 2011 RRS feed

  • Question

  • Helloo,

    We are going to implement CRM 2011 in our company and we are on the way of customsing the system. Could you please advice the solution for the below question.

    --We want to display to each user all system queues and  user queue only. Currently our system is displaying all queues to all users. Those are all system queues and all users queues to each and every user. Which is incorrect.

    We don't want user to see other users queues.

    Could you please advice how to do manage this.

    Thanks

    Friday, January 11, 2013 1:05 AM

Answers

  • Hi Mary,

    This is Pat from MrCRM.

    I will reiterate this in an email to you and Lou, but you can accomplish what you require with a combination of Security Roles and Sharing.

    1. In order to to prevent Users from seeing other Users' Queues, you will need to ensure that the sum of their Security Roles allows only User Level Read access to the Queue entity

    2. Given that the System Queues will be owned by other Users, in order to allow all Users to view them, you will have to Share them.  The easiest way to share a record (Queues included) is to add Users to a Team and share the Queue to that Team

    Open Queue and go to Actions/Sharing menu

    (continued)



    --pogo (pat) @ pogo69.wordpress.com

    • Marked as answer by Mary Allam Friday, January 11, 2013 4:15 AM
    Friday, January 11, 2013 2:48 AM
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    --pogo (pat) @ pogo69.wordpress.com

    • Marked as answer by Mary Allam Friday, January 11, 2013 4:14 AM
    Friday, January 11, 2013 2:48 AM

All replies

  • Default behavior for queues in MSCRM is that users have visibility to all queues.  A plugin could be developed to programatically hide queues from displaing to all users.

    Brian Begley XRM Services LLC bbegley at xrmservices.com If this post answers your question, please click "Mark As Answer" on the post and "Mark as Helpful"

    • Marked as answer by Mary Allam Friday, January 11, 2013 4:15 AM
    • Unmarked as answer by Mary Allam Friday, January 11, 2013 4:15 AM
    Friday, January 11, 2013 2:48 AM
  • Hi Mary,

    This is Pat from MrCRM.

    I will reiterate this in an email to you and Lou, but you can accomplish what you require with a combination of Security Roles and Sharing.

    1. In order to to prevent Users from seeing other Users' Queues, you will need to ensure that the sum of their Security Roles allows only User Level Read access to the Queue entity

    2. Given that the System Queues will be owned by other Users, in order to allow all Users to view them, you will have to Share them.  The easiest way to share a record (Queues included) is to add Users to a Team and share the Queue to that Team

    Open Queue and go to Actions/Sharing menu

    (continued)



    --pogo (pat) @ pogo69.wordpress.com

    • Marked as answer by Mary Allam Friday, January 11, 2013 4:15 AM
    Friday, January 11, 2013 2:48 AM
  • Add Team

    Select Read Permission


    --pogo (pat) @ pogo69.wordpress.com

    • Marked as answer by Mary Allam Friday, January 11, 2013 4:14 AM
    Friday, January 11, 2013 2:48 AM