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unified routing with custom entity never routed to queue

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Posted on by Jerome P1

Hi,

I'm trying to use the unified routing feature (without omnichannel) on custom entities.

I created a workstream, queue, assigned users etc.

I run a power automate process to test.

the intake part of my setup is correctly handled, but after that, no more action is executed.

nothing pushed in the queues, nothing assigned to the users.

I'm not able to find a full example to compare my configuration.

so how can I diagnose the problem?

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Jerome P1 on at

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RE: unified routing with custom entity never routed to queue

pretty simple...

I have 1 intake rule, for the high priority and I have a queue setup with test users assigned to it.

I have the problem with and without the work classification added to my workstream.

so for my tests I'm using the less number of steps possible when I configure my workstream for my custom entity.
Community Member on at

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RE: unified routing with custom entity never routed to queue

Hi Jerome P1,

Could you provide more screenshots or details about it?

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