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Upgrade Queues to Microsoft Dynamics CRM 2011

[Applies to: Microsoft Dynamics CRM 2011]

Managing and using queues in Microsoft Dynamics CRM 2011is significantly simplified. In Microsoft Dynamics CRM 4.0 you had three types of queues:

  • Public queues created by the business unit.

  • Private queues that contain items assigned to users that they have not started working on.

  • Work in progress (WIP) queues that contain items assigned to users that they are currently working on.

In Microsoft Dynamics CRM 2011 public, private, and WIP queues are replaced with general purpose queues that can be owned by users or teams. Access to a queue is determined by the ownership type, security roles, and entity privileges that users or teams have. A system creates a default queue for each new user or team. However, there is no difference in how you use a default queue or any other queue in the system. If you want to specify which user will be working on a particular queue item in a queue, you can use the QueueItem.WorkerId attribute.

What Happens on Upgrade

If you are upgrading your Microsoft Dynamics CRM 4.0 system to Microsoft Dynamics CRM 2011, the following occurs:

  • The user’s private queue is converted to the user’s default queue and renamed using the user’s full name. The QueueItem.WorkerId attribute is not set.

  • All WIP queues remain unchanged and the QueueItem.WorkerId attribute is set to the ID of the user.

  • All public queues remain unchanged.

  • The Route message and the Handle message continue to work as they did in Microsoft Dynamics CRM 4.0, but they can only be found on the 2007 endpoint. For more information, see Use the Microsoft Dynamics CRM 4.0 (2007) Endpoint.

    The Route and Handle messages are not available on the 2011 endpoint. To move a record from one queue to another, use AddToQueueRequest.

  • In Microsoft Dynamics CRM 4.0, the privileges on the queue item entity were not inherited from the privileges on the queue entity. In Microsoft Dynamics CRM 2011, the queue entity and the queue item entity have a parental relationship and the privileges on a queue item are inherited from the privileges on a queue. For more information about the parental relationship and the cascading rules, see Entity Relationship Behavior.

  • Workflows that contained the Assign to Queue step are automatically converted to workflows with the Create Queue Item step. The Assign to Queue step is not available in Microsoft Dynamics CRM 2011. To perform an equivalent action, you have to use the Create Queue Item step.

The Queue.QueueTypeCode attribute exists for legacy purpose only. This attribute should not be used and any value stored in this attribute should be ignored.

Optional Post-Upgrade Steps

If you want your queue experience to be similar to working with queues in a new installation of Microsoft Dynamics CRM 2011, you can implement these simple steps after an upgrade:

  • Use the AddToQueueRequest message to move all items from the WIP queue to the user’s default queue. For each item, set the QueueItem.WorkerId attribute to the ID of the user who will work on the queue item.

  • Delete or deactivate the WIP queue by using the DeleteRequest message or the SetStateRequest.

In an upgraded system, adding an item to a user’s default queue without setting QueueItem.WorkerId corresponds to adding an item to a private queue in Microsoft Dynamics CRM 4.0.

Adding an item to a user’s default queue by setting QueueItem.WorkerId to the ID of the user who will work on the queue item corresponds to adding an item to a WIP queue.

You can implement the post-upgrade steps directly in the user interface by:

  • Routing all the items contained in the WIP queue to the user's default queue from the Queue Item grid.

  • Deleting or deactivating the WIP queue from the Queue grid.

In addition, you can revise and change the security roles and privileges of the users in your organization to give them appropriate level of access to queues.

See Also

Microsoft Dynamics CRM 2011
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