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Hi all,
I have just noticed that 'Add to Queue' button on case form doesn't work if the selected queue has 'Automatic work distribution' option checked.
It is working fine when the selected queue is basic queue (with 'Automatic work distribution' not checked.).
The case will an entry in the timeline saying it was added to the selected queue but when I click on 'Queue item details', it says the case is not added to any queue.
Is this a normal behaviour ?
Hi Aarnav,
Yes, it's a normal behaviour if you not provision unified routing for Customer Service.
If the selected queue has 'Automatic work distribution' option checked, the queue is changed to Advanced queue.
The Advanced queue is the queue for unified routing:
https://learn.microsoft.com/en-us/dynamics365/customer-service/queues-omnichannel?tabs=customerservicehub
If you want to route case to the advanced queue, you need provision unified routing for Customer Service.
Go to the Service Management site map, and select Service Configuration Settings in Service Terms. The Service Configuration Settings page appears.
https://learn.microsoft.com/en-us/dynamics365/customer-service/provision-unified-routing?tabs=customerservicehub
Now you can route case manually, and view queue item details after adding the case to one advanced queue:
Hi,
Are there any updates? Please feel free to contact me if you have any questions.
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