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Unified Routing stuck in Intake stage

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Posted on by Benlu52

Hi all,

I'm facing a problem about Unified Routing...

I've set up the intake rule and mapped it to a workstream with route to queue rules all set up, but when I create a case (manually) and click the "save & route" button, the Routing Diagnostics shows that this record stop at Intake stage and does not proceed to route to queue action and assignment....

Can anyone help me on this?

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Jerome P1 on at

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RE: Unified Routing stuck in Intake stage

Hi,

did you solved your problem?

I'm suffering the same issue, not with cases but with custom entities.
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Community Member Microsoft Employee on at

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RE: Unified Routing stuck in Intake stage

Hi Benlu52,

You can refer following links to configure Unified Routing again in customer service hub app:

Unified Routing without Omnichannel! - Microsoft Dynamics CRM Community

Set up queues, users, and capacity for unified record routing - Learn | Microsoft Docs