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View for All Cases Assigned to Users Under the Current User

  • 1.  View for All Cases Assigned to Users Under the Current User

    Posted Mar 31, 2020 12:31 PM
    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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    Academy - Online Interactive Learning from Experts


  • 2.  RE: View for All Cases Assigned to Users Under the Current User

    MICROSOFT MVP
    Posted Mar 31, 2020 01:50 PM
    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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    Academy - Online Interactive Learning from Experts


  • 3.  RE: View for All Cases Assigned to Users Under the Current User

    Posted Mar 31, 2020 06:18 PM
    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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    Academy - Online Interactive Learning from Experts


  • 4.  RE: View for All Cases Assigned to Users Under the Current User

    SILVER CONTRIBUTOR
    Posted Apr 01, 2020 09:47 AM
    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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    Academy - Online Interactive Learning from Experts


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