I was reviewing practice exam test questions for Microsoft Dynamics CRM 2011 recently, and I found one test question that asked whether a single record can have multiple active queue items in different queues at the same time. This was considered a false statement, and that does indeed match the overall intent and design of CRM 2011. A record such as an Email activity, a service Case, or any number of other items that can be added to queues should only be in one queue at a time (or in no queue at all) so that only one user or team is responsible for managing that item at a given point in time.
However, I have seen an exception to this rule: If you send a single email out to multiple CRM queues, CRM will create a Queue Item record for each of the Queues that the email was sent to. It happens once in a while in the system I am working on, because a user or customer may think of the queue aliases as distribution lists, and include several of them on an email thread. The result is one single Email activity in CRM, with a linking Queue Item record for each queue. The single Email record then appears in multiple users’ Queues for triage.
From here, you get a few more behaviors that are a little confusing.
1) If you select an affected Email from a Queue grid and click , you see this message:
2) If you open the Email and click the Queue Item Details button , you see this message:
Our approach is going to be to delete all but one of the duplicate queue item records programmatically, so that just one team will be responsible for taking care of the incoming email. This will be done automatically as soon as the queue items are created in CRM.
It would be a somewhat arbitrary choice which queue the email should remain in, but in this particular system we do have a determining factor: when emails come into the queues, they automatically trigger the creation of a Case. The case is always created in one queue (again a somewhat arbitrary system choice), so we are taking that as our decision point and will be ensuring that the case and email are created in the same queue. It will then be up to the owning team to re-assign the case and email if needed.
As background, the CRM 2011 instance where we are seeing the duplicate queue items is on-premise, and uses the forwarding mailbox configuration to manage incoming emails to many aliases.
For more information on this tutorial, submit your questions below, or click here to contact us today.