Suggested by Denis Pham – New
In Dynamics 365 Customer Service, when the ownership of a queue is changed from an individual user to a team, the current system design automatically adds all team members to the queue. While this may be useful in certain scenarios, it does not accommodate cases where an organization wants to assign a queue to a team without adding every team member as an explicit queue member.
At present, there is no supported configuration or option to prevent the automatic inclusion of all team members in the queue upon ownership transfer. This limits flexibility and may result in unnecessary queue membership, increased administrative burden, and potential confusion over who is responsible for items within the queue.
We propose the addition of a configurable option in D365 CE that allows administrators to choose whether team members should be automatically added as queue members when a queue’s ownership is assigned to a team.
• If enabled, the current behavior is maintained: all team members are added to the queue upon ownership change.
• If disabled, only the team itself becomes the queue owner, and individual members are not automatically added as queue members. Specific users can then be manually added as needed.
Introducing a configurable option for queue ownership behavior would significantly improve the usability and adaptability of Dynamics 365 Customer Service for organizations with diverse workflow requirements. We invite consideration of this proposal as a valuable enhancement to the platform.
Furthermore, when a user modifies team membership, the system should prompt the user—perhaps by asking if all team members should be added to each associated queue—rather than executing a default action without presenting alternatives. This approach would provide users with greater control and transparency throughout the process.