What are the limitations of a queue

Queue entities

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With the help of Queues you can organize, prioritize, and monitor the progress of your work while using Dynamics 365 for Customer Engagement. As a central place for work management, queues help you process inquiries, answer service calls or send product information to future customers. A queue is a programmatic collection of queue elements. A queue element serves as a container for a data record, such as a task, an e-mail or a request that needs to be processed.

Note

The functionality of queues has been enhanced in Dynamics CRM 2013 Service Pack 1 (SP1) (local) and Dynamics CRM Online, Spring 2014. For details on what was added by previous versions, see the Dynamics CRM 2013 version in this topic.

The following information applies to queues:

  • All customizable entities can be activated for a queue.

  • Queues can be public or private. Items in the private queue can only be viewed by members of the queue.

  • A private queue is automatically created for all new users or teams.

  • A queue can contain multiple entity types, such as tasks, email messages, or requests.

  • A queue contains information about the user who is working with a particular queue element. This will help you manage resources more efficiently and avoid overlap in your work.

  • Queues can be activated for workflows and monitoring. This helps improve productivity and helps track entity and attribute data changes for future analysis and reporting purposes.

Member functions

Queues are divided into public or private queues. Private queues have individual users as members to make it easier to control access to queues. When you add a team to a private queue, all members of that team become members of the private queue.

Public and private queues

The attribute is a select list that defines whether a queue is public or private.

  • All user queues are private to the user: only the user can view the queue.

  • Team queues are marked as private queue with members: the owner of the team and all team members can view the queue in the application.

  • All other queues are public. Any user with read rights to the queue entity can view these queues.

Important

Private queues are a great way to organize requests, but not restrict access to the records they contain. If your organization processes sensitive data and needs to restrict access to queue items or fields, you should look at the various options in the Dynamics 365 security model.

Attributes for managing queues

Use the following attributes to manage queues.

SchemaNameDisplayNameTypedescription
NumberOfItemsQueue elementsIntegerIndicates the number of queue items associated with the queue.
NumberOfMembersNo. of membersIntegerIndicates the number of members assigned to the queue.
QueueViewTypeTypeText entry is not possible for selection list attributes.Choose whether the queue is public or private. A public queue can be viewed by all users. A private queue can only be viewed by members who are added to the queue.

Limitations on deleting queues

A queue cannot be deleted if:

  • When the queue has queue items.

  • When the queue is used by a routing rule.

Enable entities for queues

To enable a customizable entity - business entity or custom entity - for queues, use the UpdateEntityRequest message to set the IsValidForQueue attribute to. A list of the customizable entities can be found under Which entities are customizable ?. The queue entity and the queue element entity are customizable entities, but they cannot be enabled for queues.

The following list contains default queued entities in Dynamics 365 for Customer Engagement:

  • meeting

  • Campaign activity

  • CampaignResponse

  • Send via email

  • fax number

  • incident

  • letter

  • PhoneCall

  • RecurringAppointmentMaster

  • ServiceAppointment

  • Social media activities

  • task

Inheriting rights and providing limited access to a queue

A queue and a queue item have a high-level relationship in which operations on the high-level queue record are propagated to the child queue item records. For more information about hierarchical relationships and cascading rules, see Entity Relationship Behavior.

Note

In this particular high-level relationship, only the delete operation is cascaded from the high-level queue entity to the low-level queue element entity. Other actions, such as assign, merge, or share, are not cascaded.

The rights to a queue item are inherited from the rights to a queue.

  • If you have the right, you also have read right to a queue element entity.

  • If you have the right, you also have create, update, and delete rights for a queue element entity.

    It is often necessary to restrict access to the queue when granting access to queue items. Queue owners with full control of the queue are advised to share a queue with a team that has limited access to the queue. Assuming a support team is given read and add permissions to a queue, team members cannot make changes to the queue, such as changing the queue name or owner. However, you can create, get, update, and delete queue items.

Actions on queues and queue items

You can perform a variety of actions on queues and queue items if you have the appropriate rights to the queue entity and queue item entity.

Actions for queues

Perform the following actions on queues:

  • Customize queues and queue items by adding custom attributes.

  • Add an entity record to a queue.

    Note

    An entity record cannot be added to multiple queues. An exception is an email entity record with a status of "Received".

  • Add entity records of different types in the same queue.

  • Change the owner of a queue by assigning it to a different user or team.

  • Add principals to a private queue using AddPrincipalToQueueRequest.

  • Clear the history for a queue by removing inactive queue items in the queue, such as: B. delete completed or abandoned phone calls.

  • Retrieve all of the queues a user has access to by using RetrieveUserQueuesRequest.

  • Make a queue the default queue for a user by setting the attribute to the ID of the queue. The same queue can be specified as the default queue for different users.

  • Create a workflow that will be used for all private queues. For example, when a user creates a task, the workflow always adds the task to the user's default queue. You can also create a workflow that is only used for a specific queue.

  • Configure an incoming e-mail if you want incoming e-mail to be delivered to a queue.

Actions on queue items

Perform the following actions on queue items:

  • Assign a queue item to a user using PickFromQueueRequest.

  • Move a queue item from a source queue to a destination queue using the AddToQueueRequest message. A queue item can be moved from one queue to another until it is deactivated using the SetStateRequest message.

    Note

    A queue item is automatically deactivated when the status of the record in the queue item is changed from "Active" to "Inactive". This affects entities activated for use in queues with the status "Active" and "Inactive". To determine whether an entity is enabled for use in queues and whether an entity record can have a status of Active or Inactive, see the information on Entity Metadata. To view the entity metadata for your organization, install the metadata browser solution described in Browsing the metadata for your organization. You can also search the reference documentation for entities in the entity reference.

  • Use ReleaseToQueueRequest to release a queue item back into the queue.

  • Delete a queue item from a queue using the DeleteRequest message. When you delete a queue item, a referenced entity record is not deleted. However, when you delete an entity record, all queue items that reference that entity record are deleted.

See also

Configure email for incoming messages
Queue entity
QueueItem entity
Sample code for queue entities
AddToQueueRequest
Corporate management entities