Hi All,
I am using case entity for service request processing in my solution. The case will be created by different departments users inside the CRM.
For some cases i need to get approval from the Department managers before it goes to the Request Manager.
The request manager only assigns the request to Technicians for resolving.
Any one can suggest how to do it? or any exaple for executing this process flow.
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Yes that made the trick. restarted the service and now it works fine. Thanks Drew.
If you are running on premise you need to restart your async process as it looks to be down or not functioning properly.
msdn.microsoft.com/.../gg334696.aspx;MSPPError=-2147217396
If you are online then you need to contact support to do this.
Thanks,
Hi Drew,
my system job list shows like this . waiting for resources. can you identify anything?
Hi Nidhin,
Does the person who created the case have the ability to assign the case to the request manager manually? As that user, try to assign and if this works then you should be fine from the security perspective.
Your routing rule set looks to be setup correctly that I can see from the screen shots.
Can you try the following?
1. Go to the view for the Active Cases
2. Find the case you want to route and has the appropriate value setup for the "Needs Approval"
3. Select the case with the checkmark and then in the command bar choose "Apply Routing Rule" and see if this routes the case appropriately
Now, the routing rule is taking place as an asynchronous process (workflow) and sometimes can take some time. It normally takes about 10-15 seconds to happen. If it does not happen successfully then you would need to check to see in your system jobs to see the status of the job. This will also tell you if it is running or not. You can see the top job in the list below is the one that ran when I did the "Apply Routing Rule" manually on another case.
Hope this helps determine the issue.
Thanks,
Hi drew,
Is routing rule set related to security role? I have 3 types of security roles . Request creator,Request Manager and Request Technicians. Here i have set the case should be routed to Request Manager.In the screen you can see that assign to i have given shabin who is the Request manager. Its a doubt.
screens.
Thanks
Can you paste a screen shot of the Routing Rule set and the Rule Item? I would want to see the situation as it should be working. You did activate it correct?
Thanks,
I am giving the save and route button click as you specified above answer.
Hi Drew,
My rule set is now like, i have one field option set 'Need Approval'. if the case created need approval then it will be routed to a particular user.
And there one process workflow for the case entity which reduces the stock item related to the case. Whether this makes the issue? 1 routing rule set and 1 workflow for the same case entity. Still my routing rule set does not routes the case to the approval user. can you detect any other reasons?
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