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Case is tot routed to the queue

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Posted on by Iryna S.

Hello,

I am frustrated about the case routing to the queue, because it has already worked out for me once but now it does not. Basically, the queue and its rule are very straighforward and based on the instructions in https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/7-use-routing-rules-to-assign-cases-to-specific-queues.

1. I created the queue Gold.

2. I created the rule set, stating that if Service Level (Case) equals Gold, it should be routed to the Queue "Gold". Both the rule set and queue are activated.

3. I create a case and fill out the Service Level - Gold.

4. I click "Save & Route" on the created case and confirm the routing.

After doing all these steps I don't see the created case in the queue. Do you know what can be the reason for it? I also tried it out with Silver but nothing works so far :( Thanks a lot in advance!

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vinay chandra 5 on at

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RE: Case is tot routed to the queue

Hi Iryna,

Are you still facing the same issue? I also came across the exact issue and i am frustrated trying it out for almost a day. Can you help, if you have this issue resolved?
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Community Member Microsoft Employee on at

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RE: Case is tot routed to the queue

Hi Iryna S.,

Are you System Admin? If no, please check the privileges of the use who created case.

Please refer to this doc:

Automatically route cases using basic routing rulesets | Microsoft Docs
Iryna S. 7 on at

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RE: Case is tot routed to the queue

Hi Steve, thanks. But unfortunately, it does not work for me :( I checked that the Unified Routing is switched on in my environment, so I assume it is connected to that. But unfortunately, also applying these basic rule sets in the unified routing does not route as expected, so I am still frustrated about it :(
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Community Member Microsoft Employee on at

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RE: Case is tot routed to the queue

Hi Iryna S.,

I tested your steps and it should work.

For step1:

For step2:

For step3:

Result:

And here is a similar thread, you can refer to it:

The routing rules are not working in dynamics 365 - Dynamics 365 Customer Service Forum Community Forum