Monitor Queue Routing Rule Workflows

We ran into a fascinating issue when creating Routing Rule recently.

Here is the rule:


This is fairly straightforward, but for some reason, we had an issue where the rule was not firing as we expected.

I turns out that behinds the scenes, CRM actually creates a workflow to handle the magic required to route the email.

Normally, you never really see these workflows run because they have the flag set to delete the history if the workflow was successful

But unfortunately, in our case, something was not configured correctly in this workflow and it was failing:


We modified the rule slightly and everything seemed to work fine after that. (I wasn’t the one doing the modification so I an not exactly sure what was changed.

Anyway, the moral of the story is that if you ever see strange workflows, that you did not create, failing, see if they are Routing Rules.

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