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The routing rules are not working in dynamics 365

Posted on by 71

Hi All,

I have a requirement where i need to add all my cases based on their region to specific queues.[region is a field in case]

case with Region A  should go to Queue A

Case with Region B should go to Queue B

i have created one routing rule and added two rule items for the case assignment with conditions above. but only one condition is working the other is not .

Can anyone suggest me if i am doing anything wrong here?

Thanks,

Harshitha

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  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: The routing rules are not working in dynamics 365

    OK. Glad that your issue is resolved!

  • Suggested answer
    Harshitha K Profile Picture
    Harshitha K 71 on at
    RE: The routing rules are not working in dynamics 365

    Hi ,

    The issue is resolved.

    The Queue mailbox was not enabled for the other two rules.

    And also the person who saves and routes the cases needs to be present as the member of the queue.

    Thanks,

    Harshitha

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: The routing rules are not working in dynamics 365

    Hi,

    As you mentioned, "region is a field in case", and you want to route case based on region value.

    but the screenshot show 'name' field and Partner Region(Region) entity, why? So region is a entity, which has 1:N relationship with case?

    4405.pastedimage1627463717028v1.png

    And from the document--“ As soon as an applicable rule item (based on the If Conditions) is applied on the case, the other rule items are not run on the case.”

    Automatically route cases using basic routing rulesets | Microsoft Docs

    4670.pastedimage1627464103758v3.png

    Maybe you can provide screenshots for other rule items.

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Harshitha K Profile Picture
    Harshitha K 71 on at
    RE: The routing rules are not working in dynamics 365

    Hi Sergi,

    Yes , please find the below screenshots.

    There are 3 rule items, each rule item has condition on different Region and based on region, assigned to different queues.

    Only rule 1 is working when the routing rule is applied on cases

    8863.pastedimage1627404474274v1.png

    8562.pastedimage1627404616197v2.png

    Thanks,

    Harshitha

  • Sergi Valero Profile Picture
    Sergi Valero 145 on at
    RE: The routing rules are not working in dynamics 365

    Hey Harshitha,

    Could you provide more details or a screenshot of the routing rule you created so we can gather more information on the error?

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