Queue Items are not being created when a case is created from email to case

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Posted on by AK-03061239-0

For some reason when cases are created from an email it is not creating a queue item and I do not understand why as there is a routing rule set that is active and says add to queue.

It used to work but stopped at some point whilst I was away for a few months.

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AK-03061239-0 8 on at

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Queue Items are not being created when a case is created from email to case

Hello, not sure have to respond to the other response, but everything you mentioned is correct and already actioned. Do you have any other suggestions?

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Leah Ju 14,965 Microsoft Employee on at

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Queue Items are not being created when a case is created from email to case

Hi，

Please check the following points:

1.Met rule item you set.

The 'Routing Queue' is not OOB column, I haven't found it in my environment.
Anyway, you need to make sure that the value of this column on the case is 'Bursaries'.

2.How many rule items are in that ruleset and is that the first one on your screenshot?
Based the document--Rule items are executed sequentially and do not continue once they are satisfied.

3.Make sure that the case is not created in the user interface manually.

--This involves an attribute on the case -- routecase.

--A value of yes on the auto-created case triggers the routing ruleset.

https://nishantrana.me/2021/11/02/route-case-routecase-attribute-and-msdyn_applyroutingruleentityrecord-action-in-dynamics-365-customer-service/

Otherwise, you need to apply rules manually:

4.Once you the Unified routing is enabled, the basic rule stop working.

I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
Regards,
Leah

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