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Save and Route not working

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Posted on by gb27

In D365 Customer Service Hub, I've created a queue named 'Internal Cases'. Also, created Routing Rules, activated it to use the 'Save & Route' option. The rule is -

If 'Customer (case) EQUALS Rockfort IT' then ROUTE the case to 'INTERNAL CASES' queue

But whenever I create a Test Case and press 'Save & Route', that case never goes to that specific queue. I tried with 'Apply Routing Rule' as well, it didn't work. Only when 'Add to Queue' is selected then it works.
I'm failing to find a reason behind it. I'm not sure what am I doing wrong. I've attached some screenshots as well.

Created Queue

Created Queue

Routing Rule

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Charan Raju C R 7 Moderator on at

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Hi,

1. Ensure that the Routing Rule is activated

2. If you cannot see the case under your queue, go to Advanced Find and check for the Queue Items created for the case

3. When you click 'Save & Route' button on case, you should receive confirmation message as below

- Charan

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Hi gb27,

It’s so strange.

Have you set correct value in the customer field of the case?

If case customer field can’t fufill the criteria of the routing set rule, it can’t work.

After clicking 'Save & Route' button, one dialog will appear, click Route button.

Go to the 'Suppprt2' queue, case12 has been added to it.

Regards,

Leah Ju

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gb27 5 on at

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Thanks for the reply Charan. I've tried all the steps you mentioned. It doesn't seem to work at all.

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gb27 5 on at

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Thanks for the reply Leah. I've tried all the steps you mentioned. It doesn't seem to work at all.

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Charan Raju C R 7 Moderator on at

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Hi,

Could you please confirm if you are getting a Route Case confirmation pop-up window?

Also confirm if the routing rule working fine with System Administrator.

Also please check whether the user has sufficient permissions related to Routing Rule Sets and Queues, mainly Queues entity has Append To permission. You can check against the below permissions which is working fine for me.

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gb27 5 on at

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Hey Charan

So, I’ve found the issue. My storage capacity was running at over capacity, that’s why certain operations were not working. Thanks again for your help.

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gb27 5 on at

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Hey Lean

So, I’ve found the issue. My storage capacity was running at over capacity, that’s why certain operations were not working. Thanks again for your help.

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Ok, I'm glad you got your problem solved！

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