Customer Engagement & Dynamics CRM Forum

We are attempting to set up some views in our CRM Customer Service instance that will allow managers to view all cases that are currently assigned to any users underneath them in their hierarchy.  When we use an advanced find, we are able to use the "Under" operator to do this, but we are then forced to select the user to search under.  We have not been able to find a way to search for all users under the current user.

Is this possible, or would we have to implement some sort of workaround to have these views work correctly?  Thank you.

#CustomerService​

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Nathan Zalewski
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Nathan - Have you tried something like the below? This should allow the Manager that's logged in to see the Cases where the owner is under them. However, you need to ensure that the Manager is listed in the User record in Security.



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Aaron Back
Microsoft MVP | Sr. Microsoft Dynamics 365 Consultant
ACE Microtechnology
_______________________________________
CRMUG Board Member
CRMUG Chapter Leader - Cincinnati, Ohio
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Original Message:
Sent: Mar 31, 2020 12:30 PM
From: Nathan Zalewski
Subject: View for All Cases Assigned to Users Under the Current User

We are attempting to set up some views in our CRM Customer Service instance that will allow managers to view all cases that are currently assigned to any users underneath them in their hierarchy.  When we use an advanced find, we are able to use the "Under" operator to do this, but we are then forced to select the user to search under.  We have not been able to find a way to search for all users under the current user.

Is this possible, or would we have to implement some sort of workaround to have these views work correctly?  Thank you.

#CustomerService​

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Nathan Zalewski
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Aaron - Thank you for the response.  We've tried variations on this fetch query, but unfortunately it is selecting all users exactly a certain number of steps underneath the current user.  In the example it does not include the current user, anyone directly underneath the current user, nor anyone more than 2 steps below the current user.

The closest we got to our desired result was the below advanced find, however it does not let us use the current user as part of the criteria:


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Nathan Zalewski
Sentry Insurance
Stevens Point WI
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Original Message:
Sent: Mar 31, 2020 01:50 PM
From: Aaron Back
Subject: View for All Cases Assigned to Users Under the Current User

Nathan - Have you tried something like the below? This should allow the Manager that's logged in to see the Cases where the owner is under them. However, you need to ensure that the Manager is listed in the User record in Security.

------------------------------
Aaron Back
Microsoft MVP | Sr. Microsoft Dynamics 365 Consultant
ACE Microtechnology
_______________________________________
CRMUG Board Member
CRMUG Chapter Leader - Cincinnati, Ohio

Original Message:
Sent: Mar 31, 2020 12:30 PM
From: Nathan Zalewski
Subject: View for All Cases Assigned to Users Under the Current User

We are attempting to set up some views in our CRM Customer Service instance that will allow managers to view all cases that are currently assigned to any users underneath them in their hierarchy.  When we use an advanced find, we are able to use the "Under" operator to do this, but we are then forced to select the user to search under.  We have not been able to find a way to search for all users under the current user.

Is this possible, or would we have to implement some sort of workaround to have these views work correctly?  Thank you.

#CustomerService​

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Nathan Zalewski
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I'm having trouble adding a screenshot, but in the list of operators for the User criteria in the advanced find are 4 related to the reporting hierarchy and teams. Hopefully, one or more of these will be helpful.

• Equals Current User Or His Reporting Hierarchy
• Equals Current User And His Teams Or His Reporting Hierarchy And Their Teams
• Equals Current User's Teams
• Equals Current User Or User's Teams

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Michael Cross
Senior Consultant
eLogic
Rochester NY
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Original Message:
Sent: Mar 31, 2020 12:30 PM
From: Nathan Zalewski
Subject: View for All Cases Assigned to Users Under the Current User

We are attempting to set up some views in our CRM Customer Service instance that will allow managers to view all cases that are currently assigned to any users underneath them in their hierarchy.  When we use an advanced find, we are able to use the "Under" operator to do this, but we are then forced to select the user to search under.  We have not been able to find a way to search for all users under the current user.

Is this possible, or would we have to implement some sort of workaround to have these views work correctly?  Thank you.

#CustomerService​

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Nathan Zalewski
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