Admins - How do you support your user requests?

I'm curious to hear how other admins are handling requests from their users.
Is anyone using the cases functionality to track internal cases similar to
how an external case would be tracked?

imumar
Sat Mar 01 03:18:00 CST 2008

Hi,
Its ok to use Case entity for internal use if it is not being used for
external users.

The other option is to create a custom entitiy. Name it may be "Internal
Request". Customize it as per your requirments and than use it as for
internal requests handling.

--
uMar Khan :: MS CRM MVP
CRM Freelance Consultant
Email :: imumar at gmail dot com
Blog :: http://umarkhan.wordpress.com
MVP :: https://mvp.support.microsoft.com/default.aspx/profile/umar.khan


"jdivosevic" wrote:

> I'm curious to hear how other admins are handling requests from their users.
> Is anyone using the cases functionality to track internal cases similar to
> how an external case would be tracked?

Michael
Sun Mar 02 02:46:00 CST 2008

I'm using cases for internal and external requests. I personally don't see a
difference if a case is logged from a customer or a co-worker. I may decide
to assign higher priorities to an external case, but in the end the
processing is the same and the case entity has everything needed to track an
issue.

--
Michael Höhne, Microsoft Dynamics CRM MVP

CRM Blog: http://www.stunnware.com/crm2

----------------------------------------------------------

"jdivosevic" <jdivosevic@discussions.microsoft.com> schrieb im Newsbeitrag
news:C8EF3599-A26A-4FD8-A586-08119DBDEBD3@microsoft.com...
> I'm curious to hear how other admins are handling requests from their
> users.
> Is anyone using the cases functionality to track internal cases similar to
> how an external case would be tracked?

jdivosevic
Mon Mar 03 10:02:01 CST 2008

Thanks for the feedback uMar. I have been tossing those two options around.
At this time we are not using case functionality at all, but plan to in the
future.

"uMar Khan" wrote:

> Hi,
> Its ok to use Case entity for internal use if it is not being used for
> external users.
>
> The other option is to create a custom entitiy. Name it may be "Internal
> Request". Customize it as per your requirments and than use it as for
> internal requests handling.
>
> --
> uMar Khan :: MS CRM MVP
> CRM Freelance Consultant
> Email :: imumar at gmail dot com
> Blog :: http://umarkhan.wordpress.com
> MVP :: https://mvp.support.microsoft.com/default.aspx/profile/umar.khan
>
>
> "jdivosevic" wrote:
>
> > I'm curious to hear how other admins are handling requests from their users.
> > Is anyone using the cases functionality to track internal cases similar to
> > how an external case would be tracked?

jdivosevic
Mon Mar 03 10:03:04 CST 2008

Thanks Michael. Are you using a user lookup or created a contact record for
each of your users?

"Michael Höhne" wrote:

> I'm using cases for internal and external requests. I personally don't see a
> difference if a case is logged from a customer or a co-worker. I may decide
> to assign higher priorities to an external case, but in the end the
> processing is the same and the case entity has everything needed to track an
> issue.
>
> --
> Michael Höhne, Microsoft Dynamics CRM MVP
>
> CRM Blog: http://www.stunnware.com/crm2
>
> ----------------------------------------------------------
>
> "jdivosevic" <jdivosevic@discussions.microsoft.com> schrieb im Newsbeitrag
> news:C8EF3599-A26A-4FD8-A586-08119DBDEBD3@microsoft.com...
> > I'm curious to hear how other admins are handling requests from their
> > users.
> > Is anyone using the cases functionality to track internal cases similar to
> > how an external case would be tracked?
>
>
>

Michael
Tue Mar 04 04:19:18 CST 2008

I'm using a special account (Stunnware) in the customer field. As it is a
required field, this seemed the easiest way. It would be better having the
option to select from users and probably leads as well, but for now I'm fine
with the current solution. I can simply filter internal requests by creating
an advanced find where the customer equals "Stunnware". An additional lookup
field to the systemuser entity totally makes sense if you need this
information later on.

I'm not creating contact records for internal users though, as this will
lead to problems sooner or later. For instance, when checking in email, the
same email address may be available in the user and contact record and
information will be added to different places, undermining one of the
benefits of a CRM application.

--
Michael Höhne, Microsoft Dynamics CRM MVP
CRM Blog: http://www.stunnware.com/crm2

----------------------------------------------------------


"jdivosevic" <jdivosevic@discussions.microsoft.com> schrieb im Newsbeitrag
news:490A49BE-1BE1-4F5F-9E7F-690F67888ADA@microsoft.com...
> Thanks Michael. Are you using a user lookup or created a contact record
> for
> each of your users?
>
> "Michael Höhne" wrote:
>
>> I'm using cases for internal and external requests. I personally don't
>> see a
>> difference if a case is logged from a customer or a co-worker. I may
>> decide
>> to assign higher priorities to an external case, but in the end the
>> processing is the same and the case entity has everything needed to track
>> an
>> issue.
>>
>> --
>> Michael Höhne, Microsoft Dynamics CRM MVP
>>
>> CRM Blog: http://www.stunnware.com/crm2
>>
>> ----------------------------------------------------------
>>
>> "jdivosevic" <jdivosevic@discussions.microsoft.com> schrieb im
>> Newsbeitrag
>> news:C8EF3599-A26A-4FD8-A586-08119DBDEBD3@microsoft.com...
>> > I'm curious to hear how other admins are handling requests from their
>> > users.
>> > Is anyone using the cases functionality to track internal cases similar
>> > to
>> > how an external case would be tracked?
>>
>>
>>

klemetsrudj
Tue Mar 04 16:24:02 CST 2008

We are using an external system however; i've tossed this around and I think
that quite frankly i'd use a custom entity (for organization) with a
relationship to the Users entity, and perhaps others if necessary so that i
could always tie the question to the person who asked, as well as customize
the heck out of it without stopping any other person in the company from
using things the way they always have.

This also makes security easy because by default the Admin's are the only
ones who can see that new entity until you enable it to others.

If you did want others to use it, you could give them create access only
perhaps, then you can mark them as resolved as you do them...heck you could
even write a webservice or use workflow to send an e-mail the associated user
that made a request after it's marked resovled...
--
John Klemetsrud


"jdivosevic" wrote:

> I'm curious to hear how other admins are handling requests from their users.
> Is anyone using the cases functionality to track internal cases similar to
> how an external case would be tracked?