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Query Team Members in a Dialog RRS feed

  • Question

  • Hello,

    I've created a Dialog for new cases that are submitted via the web.  In the first step of the dialog I automatically assign the case to a team based on a field in the case.  Next, I want the user running the dialog to assign the case to a team member.

    I need a way to create a list of members of the team that is assigned to the case.  I've tried using a lookup table but can't seem to limit the users to the members of the team.  I've also tried using a query but again, can't figure out how to return only team members.

    Has anyone done this or have any ideas how this could work?  I greatly appreciated your help.

    Thursday, June 21, 2012 7:18 PM

All replies

  • Hi Ann,

    The problem you have is the query data step in a dialog doesn't let you pass a variable when you're querying across a many-to-many relationship (i.e. show me users who are members of team X) and the lookup field that you can add in a prompt & response can't be filtered as you've found out.

    The only workaround I can think of (and it's a bit messy but here goes) is to create a new entity that is a child of team called 'Dialog Members' (or something suitably descriptive) which also has a lookup to the user entity (effectively that does the same job as the many-to-many relationship (a.k.a a manual many-to-many relationship) but allows us to return the results of this record in the dialog query).

    Replicate the team members in your new entity by creating a 'Dialog Member' for each user to team relationship then in your dialog, create a query that returns the 'Dialog Members' for the team that exists as the case owner. After the user selects the 'Dialog Member' in the prompt & response, you can take that and use it in your assign step to assing the record to the user defined in the user lookup of the chosen 'Dialog Member' record.

    You'll have a bit more admin overhead in that adding a team member will need to be done in 2 places but it should work if you are intent on using a dialog.

    Rob


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

    Wednesday, July 4, 2012 10:23 PM
    Answerer
  • Hi Rob,

    Thanks for the response. Your work around looks like it would work, but sounded complicated.  It inspired me to go back to the users and confirm the business rules.  Ends up I can make the assumption that the person assigning the case would be assigning it to a member of their own team. 

    I wrote a query to return all users in the 'Business Unit' that equals 'Current Business Unit'.

    Then I display that list in the prompt and response.

    Again, thanks for your help.

    Monday, July 23, 2012 6:27 PM