Skip to main content

Notifications

Customer experience | Sales, Customer Insights,...
Unanswered

Routing Rule for Cases are not working

(0) ShareShare
ReportReport
Posted on by 69

I have created a routing rule set with 2 routing items. Whether they are trigger automatically or manually the case will not be routed to the queue. We only have one routing rule set active with 2 items. 

pastedimage1657194666895v1.png

The other rule item is the opposite so with "equals not" Amazon. In the system jobs we can see that it is triggered

pastedimage1657194723229v2.png

pastedimage1657194747968v3.png

The status of the run workflow, which is automatically created if we create the rule item, is successful. Unfortunately we don't see the case in the queue. 

But we can add the case to the queue with the ribbon function "Add to Queue". This works!

I appreciate every help!

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

News and Announcements

Announcing Category Subscriptions!

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Verified Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,359 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,370 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans