In Dynamics 365, we can use queues to process records such as cases. In this post, we will look at the life cycle of a queue item.
Let’s start with our queue. We have a queue called Test Queue. This is a public queue, so everyone has access to it:
Let’s add a case to this queue. We have a case below, that is owned by MOD Administrator. Click Add to Queue:
We will select Test Queue:
We can see in the Queue Item Details, the Worked By is blank as no-one is working on the case, and it has been added to the Test Queue. We also have a link back to the case:
As the user Alan, we will go to Queues, and Pick the item:
Select No to keep the item in the queue:
We can see Alan is now in the Worked By field:
Alan is now the owner of the case as well:
What if Alan releases the case? The ownership goes back to MOD Administrator:
And the Worked By is blank:
Now let’s look at assigning. MOD Administrator assigns the case to Alan:
We can see Alan is now the owner:
But Worked By is still blank:
If MOD Administrator changes the case to belong to a personal queue, e.g. Bob, we will see the case in her queue, but the ownership will remain unchanged.
If we pick an item, the Worked By field is populated:
If we Release it:
The Worked By is removed:
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