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Route an Incident from a User to a Queue

CRM 1.2
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The following code example demonstrates how to route an incident from a users work-in-progress queue to another queue.

[C#]
using System;
using CrmSdk;

namespace Microsoft.Crm.Sdk.HowTo
{
   /// <summary>
   /// This sample shows how to route an incident from a user's Work In 
   /// Progress (WIP) queue into a public queue. Similar code could be
   /// used to route an incident from a public queue into a WIP queue.
   /// </summary>
   class HowToRoute
   {
      [STAThread]
      public static void Main(string[] args)
      {
         Run();
      }

      public static bool Run()
      {
         bool success = false;
         try
         {
            // Set up the Microsoft CRM service.
            CrmService service = new CrmService();
            service.Credentials =
               System.Net.CredentialCache.DefaultCredentials;
            //service.Url =
            //   "http://localhost/mscrmservices/2006/CrmService.asmx";

            // Get the ID of the system user.
            WhoAmIRequest userRequest = new WhoAmIRequest();
            WhoAmIResponse user =
               (WhoAmIResponse) service.Execute(userRequest);

            #region Setup Data Required for this Sample
            // Create a new customer account.
            account myAccount = new account();
            myAccount.name = "A Bike Store";
            Guid accountID = service.Create(myAccount);

            // Create a new subject.
            subject mySubject = new subject();
            mySubject.title = "Bicycles";
            Guid subjectID = service.Create(mySubject);

            // Create a new incident.
            incident incident = new incident();

            Customer myCustomer = new Customer();
            myCustomer.Value = accountID;
            myCustomer.type = EntityName.account.ToString();
            incident.customerid = myCustomer;

            Lookup subjectLookup = new Lookup();
            subjectLookup.Value = subjectID;
            subjectLookup.type = EntityName.subject.ToString();
            incident.subjectid = subjectLookup;

            incident.title = "Broken Chain";
            Guid incidentID = service.Create(incident);

            // Create a new public Bicycle Cases queue.
            queue publicQueue = new queue();

            Lookup businessLookup = new Lookup();
            businessLookup.Value = user.BusinessUnitId;
            businessLookup.type = EntityName.businessunit.ToString();
            publicQueue.businessunitid = businessLookup;

            Lookup userLookup = new Lookup();
            userLookup.Value = user.UserId;
            userLookup.type = EntityName.systemuser.ToString();
            publicQueue.primaryuserid = userLookup;

            Picklist plist = new Picklist();
            plist.name = "Public";
            plist.Value = 1;
            publicQueue.queuetypecode = plist;

            publicQueue.name = "Bicycle Cases";
            Guid publicQueueID = service.Create(publicQueue);
            #endregion

            // Find the WIP queue for the user who currently owns the 
            // incident. The queue type code for a WIP queue is 3.
            QueryByAttribute query = new QueryByAttribute();
            query.ColumnSet = new AllColumns();
            query.EntityName = EntityName.queue.ToString();
            query.Attributes = new string [] {"primaryuserid",
                                              "queuetypecode" };
            query.Values = new string [] {user.UserId.ToString(), "3"};
            BusinessEntityCollection results =
               service.RetrieveMultiple(query);

            queue wipQueue = (queue)results.BusinessEntities[0];

            // Create a Target object which refers to the incident.
            TargetQueuedIncident target = new TargetQueuedIncident();
            // SDK:target.EntityId = 
            //    new Guid("A0F2D8FE-6468-DA11-B748-000D9DD8CDAC");
            target.EntityId = incidentID;

            // Route the incident from the WIP queue to the public queue.
            RouteRequest route = new RouteRequest();
            route.Target = target;
            route.RouteType = RouteType.Queue;
            // SDK:route.EndpointId =
            //    new Guid("A0F2D8FE-6468-DA11-C748-000D9DD8CDAC");
            route.EndpointId = publicQueueID;
            // SDK:route.SourceQueueId =
            //    new Guid("A0F2D8FE-6468-DA11-D748-000D9DD8CDAC");
            route.SourceQueueId = wipQueue.queueid.Value;

            RouteResponse routed = null;
            routed = (RouteResponse)service.Execute(route);

            #region check success
            if (routed != null) success = true;
            #endregion

            #region Remove Data Required for this Sample
            service.Delete(EntityName.incident.ToString(), incidentID);
            service.Delete(EntityName.queue.ToString(), publicQueueID);
            service.Delete(EntityName.subject.ToString(), subjectID);
            service.Delete(EntityName.account.ToString(), accountID);
            #endregion
         }
         catch(System.Web.Services.Protocols.SoapException ex)
         {
            Console.WriteLine(String.Format("{0}. {1}", ex.Message,
                              ex.Detail.InnerText));
         }

         return success;
      }
   }
}
[Visual Basic .NET]
Imports System
Imports CrmSdk

Namespace Microsoft.Crm.Sdk.HowTo
   '/ <summary>
   '/ This sample shows how to route an incident from a user's Work In 
   '/ Progress (WIP) queue into a public queue. Similar code could be used 
   '/ to route an incident from a public queue into a WIP queue.
   '/ </summary>
   Class HowToRoute
      <STAThread()> _
      Public Shared Sub Main(ByVal args() As String)
         Run()
      End Sub

      Public Shared Function Run() As Boolean
         Dim success As Boolean = False

         Try
            ' Set up the Microsoft CRM service.
            Dim service As CrmService = New CrmService
            service.Credentials = _
               System.Net.CredentialCache.DefaultCredentials
            'service.Url =
            '   "http://localhost/mscrmservices/2006/CrmService.asmx"

            ' Get the ID of the system user.
            Dim userRequest As WhoAmIRequest = New WhoAmIRequest
            Dim user As WhoAmIResponse = _
               CType(service.Execute(userRequest), WhoAmIResponse)

            '#region Setup Data Required for Me Sample
            ' Create a new customer account.
            Dim myAccount As account = New account
            myAccount.name = "A Bike Store"
            Dim accountID As Guid = service.Create(myAccount)

            ' Create a new subject.
            Dim mySubject As subject = New subject
            mySubject.title = "Bicycles"
            Dim subjectID As Guid = service.Create(mySubject)

            ' Create a new incident.
            Dim incident As incident = New incident

            Dim myCustomer As Customer = New Customer
            myCustomer.Value = accountID
            myCustomer.type = EntityName.account.ToString()
            incident.customerid = myCustomer

            Dim subjectLookup As Lookup = New Lookup
            subjectLookup.Value = subjectID
            subjectLookup.type = EntityName.subject.ToString()
            incident.subjectid = subjectLookup

            incident.title = "Broken Chain"
            Dim incidentID As Guid = service.Create(incident)

            ' Create a new public Bicycle Cases queue.
            Dim publicQueue As queue = New queue

            Dim businessLookup As Lookup = New Lookup
            businessLookup.Value = user.BusinessUnitId
            businessLookup.type = EntityName.businessunit.ToString()
            publicQueue.businessunitid = businessLookup

            Dim userLookup As Lookup = New Lookup
            userLookup.Value = user.UserId
            userLookup.type = EntityName.systemuser.ToString()
            publicQueue.primaryuserid = userLookup

            Dim plist As Picklist = New Picklist
            plist.name = "Public"
            plist.Value = 1
            publicQueue.queuetypecode = plist

            publicQueue.name = "Bicycle Cases"
            Dim publicQueueID As Guid = service.Create(publicQueue)
            '#endregion

            ' Find the WIP queue for the user who currently owns the 
            ' incident. The queue type code for a WIP queue is 3.
            Dim query As QueryByAttribute = New QueryByAttribute
            query.ColumnSet = New AllColumns
            query.EntityName = EntityName.queue.ToString()
            query.Attributes = New String() {"primaryuserid", _
                                             "queuetypecode"}
            query.Values = New String() {user.UserId.ToString, "3"}

            Dim results As BusinessEntityCollection = _
               service.RetrieveMultiple(query)

            Dim wipQueue As queue = CType(results.BusinessEntities(0), _
                                          queue)
            ' Create a Target object which refers to the incident.
            Dim target As TargetQueuedIncident = New TargetQueuedIncident
            ' SDK:target.EntityId = 
            '    new Guid("A0F2D8FE-6468-DA11-B748-000D9DD8CDAC");
            target.EntityId = incidentID

            ' Route the incident from the WIP queue to the public queue.
            Dim route As RouteRequest = New RouteRequest
            route.Target = target
            route.RouteType = RouteType.Queue
            ' SDK:route.EndpointId = 
            '    new Guid("A0F2D8FE-6468-DA11-C748-000D9DD8CDAC");
            route.EndpointId = publicQueueID
            ' SDK:route.SourceQueueId =
            '    new Guid("A0F2D8FE-6468-DA11-D748-000D9DD8CDAC");
            route.SourceQueueId = wipQueue.queueid.Value

            Dim routed As RouteResponse = Nothing
            routed = CType(service.Execute(route), RouteResponse)

            '#region check success

            If Not routed Is Nothing Then
               success = True
            End If

            '#endregion

            '#region Remove Data Required for Me Sample

            service.Delete(EntityName.incident.ToString(), incidentID)
            service.Delete(EntityName.queue.ToString(), publicQueueID)
            service.Delete(EntityName.subject.ToString(), subjectID)
            service.Delete(EntityName.account.ToString(), accountID)

            '#endregion
         Catch ex As System.Web.Services.Protocols.SoapException
            Console.WriteLine(String.Format("{0}. {1}", ex.Message, _
                                            ex.Detail.InnerText))
         End Try

         Return success
      End Function
   End Class
End Namespace

© 2007 Microsoft Corporation. All rights reserved.


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