unable to create, assign and resolve case in dynamics 365 customer service

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Posted on by Jide Bantale

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I have been unable to create, assign and resolve cases in dynamics 365 customer service.

I have also checked the chrome developer tool to see the network and below is the error message:

{
"error":{
"code":"0x80040217",
"message":"msdyn_omnichannelconfiguration With Id = d4d91600-6f21-467b-81fe-6757a2791fa1 Does Not Exist",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiExceptionSourceKey":"Plugin/Microsoft.Crm.ObjectModel.CustomBusinessEntityService",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiStepKey":"1955815c-5131-ec11-b6e6-000d3aae43bf",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiDepthKey":"2",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiActivityIdKey":"c680eab3-0f6a-44f0-ac74-5ba3784b3d08",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiPluginSolutionNameKey":"System",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiStepSolutionNameKey":"System",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiExceptionCategory":"ClientError",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiExceptionMessageName":"ObjectDoesNotExist",
"@Microsoft.PowerApps.CDS.ErrorDetails.ApiExceptionHttpStatusCode":"404",
"@Microsoft.PowerApps.CDS.HelpLink":"">go.microsoft.com/.../
"@Microsoft.PowerApps.CDS.TraceText":"\r\n[Microsoft.Crm.ObjectModel: Microsoft.Crm.ObjectModel.QueueItemRoutePostOperationPlugin]\r\n[417cd100-7544-4650-9861-acdbf4544c9e: QueueItemRoutePostOperationPlugin]\r\nEntered Microsoft.Dynamics.Service.Plugins.PreOperationIncidentUpdate.Execute(), Correlation Id: ebb8b9fa-aa01-4543-aa98-bdc48b0f43cd, Initiating User: 5bc67943-8daa-e711-8120-e0071b6e68f1\r\nSkip plugin execution flag is set. Skipping Microsoft.Dynamics.Service.Plugins.PreOperationIncidentUpdate.Execute(), Correlation Id: ebb8b9fa-aa01-4543-aa98-bdc48b0f43cd, Initiating User: 5bc67943-8daa-e711-8120-e0071b6e68f1\r\nExiting Microsoft.Dynamics.Service.Plugins.PreOperationIncidentUpdate.Execute(), Correlation Id: ebb8b9fa-aa01-4543-aa98-bdc48b0f43cd, Initiating User: 5bc67943-8daa-e711-8120-e0071b6e68f1\r\nEntered Microsoft.Dynamics.Service.Plugins.PreOperationIncidentUpdateEntitlement.Execute(), Correlation Id: ebb8b9fa-aa01-4543-aa98-bdc48b0f43cd, Initiating User: 5bc67943-8daa-e711-8120-e0071b6e68f1\r\nExiting Microsoft.Dynamics.Service.Plugins.PreOperationIncidentUpdateEntitlement.Execute(), Correlation Id: ebb8b9fa-aa01-4543-aa98-bdc48b0f43cd, Initiating User: 5bc67943-8daa-e711-8120-e0071b6e68f1\r\n\r\n\t[Microsoft.Dynamics.OmnichannelBase.Plugins: Microsoft.Dynamics.OmnichannelBase.Plugins.EntityRouting.PostOperationQueueItemCreatePlugin]\r\n\t[e67a1e36-066d-4a8c-b9fd-cd0d082e8ea4: OmniChannel.Plugins.EntityRouting.PostOperationQueueItemCreatePlugin]\r\n\t\r\n",
"@Microsoft.PowerApps.CDS.InnerError.Message":"msdyn_omnichannelconfiguration With Id = d4d91600-6f21-467b-81fe-6757a2791fa1 Does Not Exist"
}
}

I noticed is caused by an omnichannel plugin: OmniChannel.Plugins.EntityRouting.PostOperationQueueItemCreatePlugin.

Omnichannel is not installed in our environment but I see that there are two omnichannel applications that we did not install.

The omnichannel applications are empty i.e it does not contain any data.

We started experiencing this issue last week after customer service was setup and testing was successfully done with our managers.

Categories:

Case Management

Customer Service

Omnichannel

All responses (8)

Answers (1)

Suggested answer

CRMJetty 3,508 on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

Hello,

pls refer this blog for unable to create, assign and resolve cases in dynamics 365 customer service.

https://www.crmsoftwareblog.com/2017/08/dynamics-crm-tip-unable-create-resolve-cases/

I hope it helps,

Thanks.

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365.
Shrutika patil42 on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

I am not able to assign a case to anyone .Please provide detailed solution to this.

Insufficient Permissions

Error_Title_0x80040220

Error code: 0x80040220Session Id: 5e781c7d-4b76-4a69-8209-3a5faae270fdActivity Id: a1a51bb3-08aa-4e03-b1d1-6a4852e397f7Time: Tue May 31 2022 10:10:00 GMT+0530 (India Standard Time)
gisiquei on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

Thank you so much for sharing LeeMcCee!!
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LeeMcCee 10 on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

Hi, I was able to write a flow to insert those values into the Omnichannel Configuration table and things are working now.
Community Member Microsoft Employee on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

Hi Jide,

Thanks for sharing! :)
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Jide Bantale 107 on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

According to Microsoft:

The new release of the Marketing solution introduces integration with Omnichannel for SMS capabilities. To make this integration work, the Marketing package now includes a minimal subset of Omnichannel solutions e.g. OmnichannelBase. As it turned out, these solutions affect functionality of some CDS entities, because the Omnichannel plugins connected expect an Omnichannel configuration entity record to exist.

This entity record with ID # d4d91600-6f21-467b-81fe-6757a2791fa1 indeed doesn't exist, because Marketing solution did not install Out-of-the-box packages included in Omnichannel so as such.

This issue will be addressed as part of next fix release, and a quick mitigation I as below.

1. Open CRM UI in Browser

2. Open "Developer Tools"

3. Paste this code to Console and hit Enter:

Xrm.WebApi.createRecord("msdyn_omnichannelconfiguration", {"msdyn_omnichannelconfigurationid":"d4d91600-6f21-467b-81fe-6757a2791fa1","msdyn_name":"Omnichannel Configuration","msdyn_enable_supervisor_monitor": true,"msdyn_enable_supervisor_assign": false,"msdyn_enable_visitorjourney": false,"msdyn_maskforcustomer": true,"msdyn_maskforagent": false,"msdyn_enable_missed_notifications": false,"msdyn_ispersonalizationofsoundenabled": false,"msdyn_enablesoundnotifications": false,"msdyn_enablemarkdown": false})

This creates a new Omnichannel configuration entity record with GUID mentioned and the issue should no longer occur.

I have tried it and it works.
Jide Bantale 107 on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

Thanks Leah, I will submit a ticket with Microsoft
Verified answer

Community Member Microsoft Employee on at

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RE: unable to create, assign and resolve case in dynamics 365 customer service

Hi,

One user is experiencing the same situation:

(+) Blocking error after onmichannel update - Dynamics 365 Customer Service Forum Community Forum

It seems to be an error brought on by the update,you can open the ticket with Microsoft and ask for support.

https://admin.powerplatform.microsoft.com/support