Applies to Product - Microsoft Dataverse
What’s happening?
The AddToQueue request executed via WebApi is not assigning the "Worked By" field on the Queue Item, resulting in the field being blank after the operation.
Reason:
This arises when a service representative selects the 'Queue' and 'Worked By' fields and saves the record. Although the case is added to the queue, the "Worked By" field becomes null. This behavior is linked to the JavaScript logic responsible for sending the request to add the case to the queue, which fails to update the "Worked By" field correctly.
Resolution:
- Ensure that the queue item is properly assigned to an agent before updating the "Worked By" field.
- To manually assign a queue item:
- Navigate to the Customer Service admin center.
- Select "Queues" under Customer support.
- Manage for Advanced queues.
- Click "New" and fill in the required details such as Name, Type, and number.
- Click "Create" to create the queue.
- Add users to the queue by selecting "Add users" and choosing the users from the flyout menu.
- Set the Assignment method and Overflow management as needed.
- Configure Operation hours if required.
- After creating the queue, manually update the "Worked By" field by selecting the queue item and using the "Pick" command.
- In the "Pick" dialog, select "Yes" to assign the item to yourself, which will update the "Worked By" field with your user ID.
- If the "Worked By" field is still resulting in null values, it may be due to the system not processing the assignment and the "Worked By" field update simultaneously. Ensure that the queue is properly created and assigned before updating the "Worked By" field.