Working with Queues

I was working on some queues at a customer last week when I discovered a design issue that I needed to correct.

During this process, I decided to write a quick article on the subject and in doing a bit of research, I found my friends at xRM Cubed had already done the hard work for me.

Here’s an great overview of working with Dynamics CRM queues:

xRM3, Inc.

Admin 101: Queues and Queue Management – Part 1

Admin 101: Queues and Queue Management – Part 2

Admin 101: Queues and Queue Management – Part 3


Assigning an Item to a Queue

One of the things you’ll notice as an Dynamics CRM administrator is the number of queues that are created automatically by CRM. Most of these queues are for users and can be identified by their name.

If you look at the following queue list, you’ll notice the queues with names that contain < and > symbols:


These are queues that are created and maintained by Dynamics CRM itself and represent users and teams.

The problem is that these are valid queues and they have a tendency to "crowd" the queue list.

For example:  You have a Queue Item open, and would like to add it to a queue, using the ribbon button:


This displays the queue selection dialog:


Clicking the lookup button displays the queue selection dialog:


As you can see, there are a lot of queues listed – most of which we really don’t care about at this point.

Let’s change that lookup to make it more usable.


Modifying the Queue Lookup View

To modify the Queue lookup, perform these steps:

1. Select Settings, Customization, Customize the System.

2. Expand Entities.

3. Expand Queues.

4. Expand Views.

5. Open the Queue Lookup View.

6. Click on the Edit Filter Criteria button.

7. Set the filter criteria as follows:


This will instruct CRM to ignore any user or team queue as well as queues that may exist from an upgraded CRM organization (4.0 or 3.0).

8. Click the Save and Close button on the toolbar.

9. Publish your changes.

Now when you open the Queue Lookup dialog, you’ll see something like this:


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