Among the exciting features introduced in CRM 2011 is the ability to use queues with any entity type. This allows an organization to assign work to a user or team, and work can now exist in forms other than incidents/cases. So today we'll talk a little bit about CRM 2011 queues and offline access.

Whether an entity is "queue-enabled" is configured in the entity options, right on the General tab for each entity. Once queues are enabled for an entity they cannot be disabled. Additionally, an administrator can opt to move entity records to their owner's queue when they are created or modified. . For CRM systems that are upgraded from 4.0, queues are already enabled for most Activity related entities, and the option to automatically route activity records to their owner's queue is enabled.

A PowerObjects client who relies heavily upon offline access recently encountered a problem related to queue routing.

When a user attempts to create new activity while offline they receive the error

Record Is Unavailable
The requested record was not found or you do not have sufficient permissions to view it. If you are offline, the record was not taken offline. Update your local data groups to include this record and resynchronize.

The error log states: queue With Id = <queue id> Does Not Exist

This is referring to the fact that Queues are not in the default set of offline filters for the CRM 2011 Client for Outlook, so the rule to add records cannot be followed.

There are two courses of action that can be taken to resolve the issue:

1-The user can add Queues to their Offline Synchronization Filters and resynchronize. We recommend the following settings to ensure all of the active queues are synchronized

2-The CRM Administrator can opt to turn off the setting which routes new and changed records to the owner's queue. Again, for upgraded systems Microsoft has enabled this setting on most activity related entities, specifically Appointments, Campaign Activity, Case, Email, Fax, Letter, Phone Call and Tasks.

We hope this article will help to save others time and effort in troubleshooting this issue. If you need assistance with other issues please reach out the Microsoft Dynamics CRM Experts at PowerObjects!

Happy CRM'ing!