Releasing and Assigning Queue Item Behavior in Dynamics 365

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: