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Queue item opens instead of the case

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Posted on by MichaelFo96 127
Hello,
 
We have a view on a dashboard which is based on queue items and displays all active queue items in certain queues.
If our users click on one of the entries the case that is linked to the queue item opens directly. However it has recently started to happen that for some users the system open sometimes the queue item instead of the case.

Does anyone also have this behavior and know how to fix it?
 
 
Many thanks in advance.
Categories:
Queues and Routing
Case Management
  • MichaelFo96 Profile Picture
    MichaelFo96 127 on at
    Queue item opens instead of the case
    Hello RudyZhang,
     
    not completly correct. 
     
    We are using a Dashboard with a View based on Queue Items. If someone open one of the entries it normaly opens the regarding case. For some users it opens sometimes the Queue Item instead of the regarding case.
     
  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Queue item opens instead of the case
    Hi,
     
    Based on the information you provided, we believe your issue is that when using Dashboard in Customer Service Hub, clicking on a record in the /Case/ view jumps to the /Queue/ view. Is this correct?

     
     
     
    We ran a test but unfortunately were unable to reproduce your issue, we will continue to review the information to find out what is causing this question , and I will respond promptly below if we make any progress.
     
    Additionally, if this issue has impacted your business, we recommend using the link below to request Microsoft technical support.
     
     
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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