Tech, Design and Development

While looking at Queue Item Details we were getting Error

Error:

“This record is in multiple queues. Go to specific queue to view details.”

Cause:

On doing the repro steps it was realized that this is the message that we get when a case is reactivated after being closed.

This is because a queue item related to same case is already there in CRM in deactivated state.

Resolution:

To resolve this we wrote a plugin to reactivate the queue item and assign it to a next level queue based on business logic.

Source Code to Reactivate Queue Item (Entity) in CRM 2011

var entityMoniker = localContext.PluginExecutionContext.InputParameters["EntityMoniker"] as EntityReference;

var incidentid = entityMoniker.Id;

 

QueryExpression query = new QueryExpression();

query.EntityName = "queueitem";

query.ColumnSet = new ColumnSet();

query.ColumnSet.Columns.AddRange(new string[] { "statecode", "statuscode", "queueitemid" });

 

query.Criteria = new FilterExpression();

query.Criteria.AddCondition("objectid", ConditionOperator.Equal, incidentId);

query.Criteria.AddCondition("statecode", ConditionOperator.Equal, 1);

 

EntityCollection results = serviceContext.RetrieveMultiple(query);

 

if (results != null && results.Entities != null && results.Entities.Count > 0)

{

SetStateRequest setQueueItemState = new SetStateRequest();

setQueueItemState.EntityMoniker = new EntityReference("queueitem", results.Entities[0].Id);

setQueueItemState.State = new OptionSetValue(0);

setQueueItemState.Status = new OptionSetValue(1);

serviceContext.Execute(setQueueItemState);

}

Repro Screenshots:

1. Create case:
   

1. Add it to queue
   

   
   

    

2. Work On
   

   
   

    

3. Resolve it
   

   
   

4. Reactivate it:
   

   
   

5. Add to queue Again
   

   
   

6. Try to open queue item details.
   

   
   

    

    

   Error Message: