routing rule sets to assign different case incident to secondary Queue.

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Posted on by Community Power Pla... Microsoft Employee

Hello Expert!

I'm using different routing rule sets to assign different case incident to secondary Queue.

All the case incident are assign to principal Queue (Support).

It working fine.

I'm using the routing rule sets to assign different to a secondary Queue .

By example if the case type is Power Bi , It assigned to Support Power BI Queue.

if the case type is Nav , It assigned to Support NAV Queue.

My problem the automated assignation to secondary Queue is not working.

But I 'm able to assign manually on the secondary Queue(Example: Support Power BI).

Do you have suggestion ?

Thank you !

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Community Power Pla... Microsoft Employee on at

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v-yutliu-msft Microsoft Employee on at

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Hi @Anonymous ,

Do you mean that you can assign different case incident to secondary Queue manually but can not automatically?

Please check these things:

1)Please check the doc to see whether you've made any mistake when creating routing rule sets:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

(check the "Create a routing rule set (Customer Service app)" part)

2)Please notice these limits:

Only one routing rule set can be active at any point of time. If you try to activate another rule when one rule is already active, it will deactivate the currently active rule. You can activate or deactivate only the rules that you own.

You can’t edit an active routing rule set. Therefore, if you’re importing a solution that includes an active routing rule set into an organization where the rule already exists with the same ID, the solution import will fail.

3)Please check whether you've enable this feature

Since this is an early access features. You can opt in early to enable these features in your environment. Here's a doc about how to enable early access update for your reference:

https://docs.microsoft.com/en-us/power-platform/admin/opt-in-early-access-updates

4)Have you activated your Routing Rule Sets?

You need to Activate the Routing Rule Set by clicking on Activate button so that the rules are processed.

5)Have you applied your routing rule sets?

Check this here:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

('Apply a routing rule set' part)

6)Do you have enough security role about Routing Rule Set?

You could check this in Service Management tab.

Best regards,
Community Power Pla... Microsoft Employee on at

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Do you mean that you can assign different case incident to secondary Queue manually but can not automatically?
Exactly
v-yutliu-msft Microsoft Employee on at

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Hi @Anonymous ,

Have you checked the points that I listed?

Do you still have this problem?

Best regards,