I have created routing rule items where I set route to Team.
This routing rule only works if I select cases from case view and click on "Apply routing rule" button.
But, my expectation is to apply routing rule as soon as I will be creating new case manually.
Kindly , suggest what to do?
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Hi Dr. Sudhangsu ,
When you create the case instead of save did you tired to click on the top ribbon button called "Save and Route"?
Apart from that can you please check following -
- Make sure the case you are creating are matches with the criteria of routing rule to route to the team.
- Create new team and add some user to the team .Assign System Admin security role to the team.
Try to set the new team to routing rule. Create case with matching value or routing rule.
community.dynamics.com/.../when-case-routing-is-not-working-check-the-team-security-role
- Also check , if is there any existing plugin or workflow which may change case fields value at the time of create case. As a result might be your routing condition is not matching to route the case to the team.
Cases get route to queue or user/team on basis of condition in routing rule item.
Check your condition.
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