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The routing rules are not working in dynamics 365

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Posted on by Harshitha K

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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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Sergi Valero 145 on at

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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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Harshitha K 109 on at

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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

Thanks,

Harshitha

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Community Member on at

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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?

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

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.

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Harshitha K 109 on at

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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

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RE: The routing rules are not working in dynamics 365

OK. Glad that your issue is resolved!

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