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Hiding specific queues from users

  • 1.  Hiding specific queues from users

    Posted Jul 26, 2019 05:26 AM
    Hi all,
    We're about to go live with an integration between a form on our website and Dynamics (in brief, a customer enters their details and query on the form and then a plugin injects the record into Dynamics as a contact, account and case).  The plugin routes the query (the case) to the relevant queue in Dynamics.  There are some queries which go to teams that aren't using Dynamics.  For these teams we've created queues in Dynamics and associated their team email addresses to the queue.  The plugin will send an email of the form submission to these email addresses.

    Is there a way to hide these queues from users as we don't want them to use them as they would for teams that are managing their work using queues in Dynamics?  If they think these teams are using Dynamics and start assigning cases and tasks to these queues, the cases and tasks will just sit there and no one will action them.

    In the example of routing an existing queue item to another queue, when I click on the magnifying glass...

    It brings up a list of queues...

    These queues are defined as Business Queues.  Users can change the view to Active Queues as there are some queues they need to route items to that aren't on the Business Queues list.

    On this basis, I have 2 questions...

    1) What is the criteria that defines the Business Queues view?  when I look at the view, the Edit Filter Criteria button isn't visible so I can't see the filter criteria.

    2) Is it possible to lock down the default view on the Queue Lookup Record pop up?  This is a setting you can do on sub-grids and lookups to restrict users being able to change the view.

    Example of restricting a sub-grid view by switching off the View Selector so that only Open Opportunities are viewable.
    Thanks in advance.

    Mark Aston
    Data Analyst
    Ordnance Survey
    Southampton, UK

  • 2.  RE: Hiding specific queues from users

    Posted Jul 26, 2019 10:04 AM
    Try creating a private Queue and add users to it as needed.

    Geethika L

  • 3.  RE: Hiding specific queues from users

    Posted Jul 30, 2019 10:26 AM
    Hi. These queues are already Private, so users can't see them in a Queues view. However, users can still add to these queues as they show up on the Business Queues list ( as in the screen shot above). Business Queues are queues that are NOT the default queue for a team or user (so assumed to be for the whole business to use). So one way I can think of to resolve this is to create an Access Team for each queue and add the queue as their default.

    Martin Fletcher
    Data Analyst
    Ordnance Survey

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