USD – LookupQueueItem and WorkOn Actions

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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:


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.



Carl de Souza is a developer and architect focusing on Microsoft Dynamics 365, Power BI, Azure, and AI.

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