Update CRM 2013 SP1 changes the Queue “Work On” button to “Pick.” Before SP1, when a user clicked “Work On,” the queue item “Working On” field would be set to the user who clicked the button, but the record in the queue would remain assigned to the original owner. Post SP1, clicking “Pick” not only sets “Working On” to the user who clicked the button, but also the case/activity/record in the queue will also be assigned to the user who clicked the button..
Users must have at least user level assign permissions on activities to pick records from a queue. Assign permission is also necessary to route items in the queue.
We have crm 2013 SP1 but no Pick button on queues, we still have the normal Work On button, are you sure it’s for 2013 and not 2015 ?
this is probably because you haven’t applied the updates yet. Just installing SP1 doesn’t enable the new sp1 features. You have to go to settings–>administration, then apply the updates. This adds the new sp1 service management features.
thx , I didn’t know that. 😀
Customer Service Hub > Service > Queues
From ‘My queue’, I select a Case and ‘route to another queue’ named: ‘Her Queue’
Yesterday this was all working.
Today, when I select to route to another queue to ‘Her Queue’ I get the following error:
The owner of this queue does not have sufficient privileges to work with the queue.
Error code: 0x80040520
Please can you help?
The message contains the answer: user who owns the queue record got their role(s) changed and no longer has required privileges.