Return case to the queue

In Smart Station (Customer Service Hub/Copilot Service workspace), a picked case can be returned to the queue by releasing it so it is no longer assigned to the current user and is again owned by the queue.

To return the case to the queue:

1. Go to Queues in Copilot Service workspace or Customer Service Hub.
2. In the View list, choose a view that shows items being worked on, for example:
   • Cases I'm Working On or
   • Items I am working on.
3. Select the case that was previously picked.
4. On the command bar, select Release.

Result:

• The Worked By field is cleared (the case is no longer assigned to the user).
• The case is assigned back to the queue owner and becomes available for others to pick.

If working with code against Dataverse/Dynamics 365, the same operation is performed programmatically with ReleaseToQueueRequest, which dissociates the worker from the queue item and releases it back to the queue so others can pick it.

References:

• Use queues to organize, prioritize, and monitor your work
• Sample: Release a queue item to the queue
• Sample: Release a queue item to the queue (early bound)
• Manage case queues and route cases
• Overview of the case to resolution business process areas
• Resolve, cancel, and reassign cases