locked
Assign a case to team at the time of case creation RRS feed

  • Question

  • Good evening All,

    Through portal I am creating  case record in CRM 2011(On-premise). At the time of case creation, I want assign the case to particular team depending upon the user selection( Having a drop down similar as team name).

    When the users of the Team login in to CRM, then he can able to see the case in my active cases.

    Now I am setting the case “owningteamto team at the time of case creation.

    But I am unable to see the cases in the individual Team user login.

    Am I doing anything wrong?

    Regards,

    Priya.

    Monday, December 3, 2012 2:47 PM

Answers

  • Hi Priya,

    Have you tried assigning the case to the respected team or while creating the case
    setting the owner field as respected owning team?

    Instead of setting owningteam set owner field.


    Thanks

    Suresh


    Tuesday, December 4, 2012 5:58 AM
  • Hi Priya,

    It is default behaviour for My active case.

    For your requirement, you have to change the view to use OWNER EQUAL to CURRENT USER'S TEAM.

    Try to play with advance find and you will see the option.

    Thanks


    regards,
    Toong Yang
    http://eastoceantechnical.blogspot.com/


    • Edited by Toong Yang Wednesday, December 5, 2012 7:38 AM
    • Marked as answer by PriyaSwain Wednesday, December 5, 2012 8:53 AM
    Wednesday, December 5, 2012 7:37 AM

All replies

  • Hi Priya,

    Have you tried assigning the case to the respected team or while creating the case
    setting the owner field as respected owning team?

    Instead of setting owningteam set owner field.


    Thanks

    Suresh


    Tuesday, December 4, 2012 5:58 AM
  • Hi Suresh,

    Thanks for your response.

    Now I am able to set case owner as a Team.

    But I am unable to find the case inside My Active cases. It is showing in All the active cases view, while I am login as User which is exists in the assigned team.

    It should be like that, or it should show inside the My Active Cases view for all users exists in the assigned Team?

    Regards,

    Priya.

    Wednesday, December 5, 2012 6:51 AM
  • Hi Priya,

    It is default behaviour for My active case.

    For your requirement, you have to change the view to use OWNER EQUAL to CURRENT USER'S TEAM.

    Try to play with advance find and you will see the option.

    Thanks


    regards,
    Toong Yang
    http://eastoceantechnical.blogspot.com/


    • Edited by Toong Yang Wednesday, December 5, 2012 7:38 AM
    • Marked as answer by PriyaSwain Wednesday, December 5, 2012 8:53 AM
    Wednesday, December 5, 2012 7:37 AM