Route an Incident from a User to a Queue

The following code example 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.

using System;
using CrmSdk;
using Microsoft.Crm.Sdk.Utility;

namespace Microsoft.Crm.Sdk.HowTo
{
   public class HowToRoute
   {
      static void Main(string[] args)
      {
         // TODO: Change the server URL and organization to match your Microsoft
         // Dynamics CRM Server and Microsoft Dynamics CRM organization.
         HowToRoute.Run("http://localhost:5555", "CRM_SDK");
      }
      
      public static bool Run(string crmServerUrl, string orgName)
      {
         bool success = false;

         try
         {
            // Set up the CRM Service.
            CrmService service = CrmServiceUtility.GetCrmService(crmServerUrl, orgName);

            // 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();
            // Be aware that using AllColumns may adversely affect
            // performance and cause unwanted cascading in subsequent 
            // updates. A best practice is to retrieve the least amount of 
            // data required.
            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 that 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;
      }
   }
}