Service case routing rules not triggering automatic assignment

CRM Adobe Experience Cloud
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1

We’ve configured service case routing rules in Adobe Experience Cloud to automatically assign cases to specific queues based on priority and category. The routing rules appear correctly configured in the admin console, but cases are sitting unassigned in the default queue instead of being routed.

I’ve verified the queue IDs match our configuration, and the field mapping looks correct. We have three routing rules with different priorities, but none of them seem to be firing. Here’s our current rule configuration:

<routingRule priority="1">
  <queueId>Q-HIGH-PRIORITY-001</queueId>
  <criteria field="Priority" value="High"/>
</routingRule>

The configuration cache was last refreshed two days ago. Is there a specific sequence for rule evaluation or cache invalidation that we might be missing?

2

Another thing to check - are your queue IDs valid for the current API version? AEC 2021 had some breaking changes in queue ID formatting between minor versions. The format should be alphanumeric with hyphens, but there were cases where legacy queue IDs (created before a certain patch) needed to be migrated to the new format. Run a queue validation query to confirm all referenced queues exist and are active.

3

Thanks for the suggestions. I checked the priority sequencing - we have rules set as priority 1, 2, and 3. The field name is correct (Priority with capital P), but I’m not seeing any validation errors in the logs. Could this be related to the configuration cache? When I mentioned it was refreshed two days ago, I meant the system-wide cache, not specifically the routing rule cache.

4

I ran into something similar last quarter. The issue was that our field mapping was referencing the API name instead of the label name. In your XML snippet, make sure “Priority” matches exactly what the system expects - it’s case-sensitive. Also, check if there are any validation errors in the system logs that might indicate why rules aren’t processing. Sometimes the rules validate successfully in the UI but fail at runtime due to field type mismatches.