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!
