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Script Error on Dynamics 365 if creating a queue

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Posted on by Community Member Microsoft Employee

Hi guys

I tried to create a new queue with an email adress, if I create on "record creation and update rules" this is what I will get:

"One of the scripts for this record has caused an error. For more details, download the log file.
Cannot read property 'JSTypes' of undefinedSession Id: 08bae24c-f3f2-4d54-a7bb-50fdccfae30aCorrelation Id: 1b67dccf-3faa-4bcd-abaf-6aac860fa33d
Event Name: onloadWeb Resource Name: ConvertRule_main_system_library.js
Solution Name: SystemPublisher Name: MicrosoftCorporation
Time: Thu Dec 03 2020 14:59:26 GMT+0100 (Mitteleuropäische Normalzeit)Download Log File"

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CRMJetty 3,508 on at

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RE: Script Error on Dynamics 365 if creating a queue

Hello,

Pls refer this thread,

https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/400783/issues-with-loading-record-creation-and-update-rule-form

I hope it helps,

Thanks.

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365.
Renesh 5 on at

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RE: Script Error on Dynamics 365 if creating a queue

Hello Team,

I am experiencing the same issue in my D365 Environment. Is there any known solution for this.

Quick response would be little helpful.

Thanks in Advance!!!
Community Member Microsoft Employee on at

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RE: Script Error on Dynamics 365 if creating a queue

Hello Leah Ju,

Thank you for your answer. Well I did it like this on my test enviroment and dev enviroment, and It worked smoothly.

on my productive enviroment it didn't worked so well -

I went to advanced settings, queue and created a new queue - first i created the dedicated email address and approved it.

then I wanted to create the automatic record creation and update rules but it failed due to the script error because dynamics opened a new window with the same layout as in the normal enviroment but not as in the advanced settings.

I have no idea why this happened.
Community Member Microsoft Employee on at

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RE: Script Error on Dynamics 365 if creating a queue

Hello Ankit,

Well the Code is in the first message I wrote about the Issue.

I access the Queue with the advanced settings and then go to queue and then i created the new queue. if I want to click on the create rule and update rules it opens a new window with a new layout and showing the error message of the script error.
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Anks27 1,083 on at

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RE: Script Error on Dynamics 365 if creating a queue

Hello,

From the error description it seems that error in your Js code, you are trying to access ‘JsTypes’ property of an object which is undefined.

Can you share your code to further investigate what the issue is?

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Ankit Shah(MCT-Microsoft Certified Trainer)

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Community Member Microsoft Employee on at

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RE: Script Error on Dynamics 365 if creating a queue

HI Dominic86,

Are you have created queue in the queue entity with email address?

If not, you can refer following link to create queue with email address:

https://d365demystified.com/2020/01/15/create-a-support-queue-in-dynamics-365-crm/

then you can use the queue in the ‘record creation and update rules’ form.

Maybe you can use original old interface to set it if the new form you can’t work.

Go settings > Service management > Automatic Record Creation and Update Rules.

https://carldesouza.com/dynamics-365-record-creation-update-rules-email-case/

Regards,

Leah Ju

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