In Unified Service Desk, there are some actions that assist with queues.
The first is LookupQueueItem. Let’s say we have a case that is part of the queue “Support”:
As part of USD, we can call an action to get the Id of the queue item. To do this, pass the following parameters to LookupQueueItem:
Id=FDA93807-4EF3-E711-80F2-3863BB2E34E8 EntityType=case
After running this, the CRM Global Manager#queueitem is created, with the Id of the queue item:
You can then use WorkOn, which “picks” the item. To do this:
This picks the item:
To route to another queue, you can use RouteToQueue.
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