RoutingRule Entity Reference

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Define Routing Rule to route cases to right people at the right time

Messages

Message	Web API Operation	SDK Assembly
Assign	PATCH [org URI]/api/data/v9.0/routingrules(routingruleid) Update ownerid property.	AssignRequest
Create	POST [org URI]/api/data/v9.0/routingrules See Create	CreateRequest or Create
Delete	DELETE [org URI]/api/data/v9.0/routingrules(routingruleid) See Delete	DeleteRequest or Delete
GrantAccess	GrantAccess Action	GrantAccessRequest
ModifyAccess	ModifyAccess Action	ModifyAccessRequest
Retrieve	GET [org URI]/api/data/v9.0/routingrules(routingruleid) See Retrieve	RetrieveRequest or Retrieve
RetrieveMultiple	GET [org URI]/api/data/v9.0/routingrules See Query Data	RetrieveMultipleRequest or RetrieveMultiple
RetrievePrincipalAccess	RetrievePrincipalAccess Function	RetrievePrincipalAccessRequest
RetrieveSharedPrincipalsAndAccess	RetrieveSharedPrincipalsAndAccess Function	RetrieveSharedPrincipalsAndAccessRequest
RevokeAccess	RevokeAccess Action	RevokeAccessRequest
SetState	PATCH [org URI]/api/data/v9.0/routingrules(routingruleid) Update statecode and statuscode properties.	SetStateRequest
Update	PATCH [org URI]/api/data/v9.0/routingrules(routingruleid) See Update	UpdateRequest or Update

Entity Properties

Property	Value
CollectionSchemaName	RoutingRules
DisplayCollectionName	Routing Rule Sets
DisplayName	Routing Rule Set
EntitySetName	routingrules
IsBPFEntity	False
LogicalCollectionName	routingrules
LogicalName	routingrule
OwnershipType	UserOwned
PrimaryIdAttribute	routingruleid
PrimaryNameAttribute	name
SchemaName	RoutingRule

Writable attributes

These attributes return true for either IsValidForCreate or IsValidForUpdate (usually both). Listed by SchemaName.

• Description
• msdyn_entitylogicalname
• Name
• OwnerId
• OwnerIdName
• OwnerIdType
• OwnerIdYomiName
• OwningBusinessUnit
• OwningTeam
• OwningUser
• RoutingRuleId
• StateCode
• StatusCode
• TimeZoneRuleVersionNumber
• TransactionCurrencyId
• UTCConversionTimeZoneCode
• WorkflowId
• WorkflowIdName

Description

Property	Value
Description	Provide a description about the objective of the routing rule.
DisplayName	Description
Format	Text
IsLocalizable	False
IsValidForForm	True
IsValidForRead	True
LogicalName	description
MaxLength	2000
RequiredLevel	None
Type	Memo

msdyn_entitylogicalname

Added by: Entity records routing Solution

Property	Value
Description	Logical name of the entity (deprecated).
DisplayName	Entity (Deprecated)
FormatName	Text
IsLocalizable	False
IsValidForForm	True
IsValidForRead	True
IsValidForUpdate	False
LogicalName	msdyn_entitylogicalname
MaxLength	200
RequiredLevel	None
Type	String

Name

Property	Value
Description	Provide a name for the routing rule.
DisplayName	Name
FormatName	Text
IsLocalizable	False
IsValidForForm	True
IsValidForRead	True
LogicalName	name
MaxLength	100
RequiredLevel	ApplicationRequired
Type	String

OwnerId

Property	Value
Description	For internal use only.
DisplayName	Owner
IsValidForForm	True
IsValidForRead	True
LogicalName	ownerid
RequiredLevel	SystemRequired
Targets	systemuser,team
Type	Owner

OwnerIdName

Property	Value
Description	For internal use only.
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridname
MaxLength	100
RequiredLevel	SystemRequired
Type	String

OwnerIdType

Property	Value
Description	Owner Id Type
DisplayName
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridtype
RequiredLevel	SystemRequired
Type	EntityName

OwnerIdYomiName

Property	Value
Description	For internal use only
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	owneridyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

OwningBusinessUnit

Property	Value
Description	For internal use only
DisplayName	Owning Business Unit
IsValidForForm	False
IsValidForRead	True
LogicalName	owningbusinessunit
RequiredLevel	None
Targets	businessunit
Type	Lookup

OwningTeam

Property	Value
Description	Unique identifier for the team that owns the record.
DisplayName	Owning Team
IsValidForForm	False
IsValidForRead	True
LogicalName	owningteam
RequiredLevel	None
Targets	team
Type	Lookup

OwningUser

Property	Value
Description	Unique identifier for the user that owns the record.
DisplayName	Owning User
IsValidForForm	False
IsValidForRead	True
LogicalName	owninguser
RequiredLevel	None
Targets	systemuser
Type	Lookup

RoutingRuleId

Property	Value
Description	Unique identifier for entity instances
DisplayName	Routing Rule
IsValidForForm	False
IsValidForRead	True
IsValidForUpdate	False
LogicalName	routingruleid
RequiredLevel	SystemRequired
Type	Uniqueidentifier

StateCode

Property	Value
Description	Status of the Routing Rule
DisplayName	Status
IsValidForCreate	False
IsValidForForm	True
IsValidForRead	True
LogicalName	statecode
RequiredLevel	SystemRequired
Type	State

StateCode Options

Value	Label	DefaultStatus	InvariantName
0	Draft	1	Draft
1	Active	2	Active

StatusCode

Property	Value
Description	Reason for the status of the Routing Rule
DisplayName	Status Reason
IsValidForForm	True
IsValidForRead	True
LogicalName	statuscode
RequiredLevel	None
Type	Status

StatusCode Options

Value	Label	State
1	Draft	0
2	Active	1

TimeZoneRuleVersionNumber

Property	Value
Description	For internal use only.
DisplayName	For internal use only.
Format	None
IsValidForForm	False
IsValidForRead	True
LogicalName	timezoneruleversionnumber
MaxValue	2147483647
MinValue	-1
RequiredLevel	None
Type	Integer

TransactionCurrencyId

Property	Value
Description	Unique identifier of the currency associated with the Routing Rule.
DisplayName	Currency
IsValidForForm	True
IsValidForRead	True
LogicalName	transactioncurrencyid
RequiredLevel	None
Targets	transactioncurrency
Type	Lookup

UTCConversionTimeZoneCode

Property	Value
Description	Time zone code that was in use when the record was created.
DisplayName	UTC Conversion Time Zone Code
Format	None
IsValidForForm	False
IsValidForRead	True
LogicalName	utcconversiontimezonecode
MaxValue	2147483647
MinValue	-1
RequiredLevel	None
Type	Integer

WorkflowId

Property	Value
Description	Unique identifier for Workflow.
DisplayName	Workflow
IsValidForForm	True
IsValidForRead	True
LogicalName	workflowid
RequiredLevel	ApplicationRequired
Targets	workflow
Type	Lookup

WorkflowIdName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	workflowidname
MaxLength	100
RequiredLevel	None
Type	String

Read-only attributes

These attributes return false for both IsValidForCreate or IsValidForUpdate. Listed by SchemaName.

• ComponentState
• CreatedBy
• CreatedByName
• CreatedByYomiName
• CreatedOn
• CreatedOnBehalfBy
• CreatedOnBehalfByName
• CreatedOnBehalfByYomiName
• ExchangeRate
• IsManaged
• ModifiedBy
• ModifiedByName
• ModifiedByYomiName
• ModifiedOn
• ModifiedOnBehalfBy
• ModifiedOnBehalfByName
• ModifiedOnBehalfByYomiName
• OrganizationId
• OrganizationIdName
• OverwriteTime
• RoutingRuleIdUnique
• SolutionId
• SupportingSolutionId
• TransactionCurrencyIdName
• VersionNumber

ComponentState

Property	Value
Description	For internal use only.
DisplayName	Component State
IsValidForForm	False
IsValidForRead	True
LogicalName	componentstate
RequiredLevel	SystemRequired
Type	Picklist

ComponentState Options

Value	Label
0	Published
1	Unpublished
2	Deleted
3	Deleted Unpublished

CreatedBy

Property	Value
Description	Unique identifier of the user who created the record.
DisplayName	Created By
IsValidForForm	True
IsValidForRead	True
LogicalName	createdby
RequiredLevel	None
Targets	systemuser
Type	Lookup

CreatedByName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdbyname
MaxLength	100
RequiredLevel	None
Type	String

CreatedByYomiName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

CreatedOn

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when the record was created.
DisplayName	Created On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	createdon
RequiredLevel	None
Type	DateTime

CreatedOnBehalfBy

Property	Value
Description	Unique identifier of the delegate user who created the record.
DisplayName	Created By (Delegate)
IsValidForForm	True
IsValidForRead	True
LogicalName	createdonbehalfby
RequiredLevel	None
Targets	systemuser
Type	Lookup

CreatedOnBehalfByName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdonbehalfbyname
MaxLength	100
RequiredLevel	None
Type	String

CreatedOnBehalfByYomiName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	createdonbehalfbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

ExchangeRate

Property	Value
Description	Exchange rate for the currency associated with the queue with respect to the base currency.
DisplayName	Exchange Rate
IsValidForForm	True
IsValidForRead	True
LogicalName	exchangerate
MaxValue	100000000000
MinValue	0.0000000001
Precision	10
RequiredLevel	None
Type	Decimal

IsManaged

Property	Value
Description	For internal use only.
DisplayName	Is Managed
IsValidForForm	False
IsValidForRead	True
LogicalName	ismanaged
RequiredLevel	SystemRequired
Type	Boolean

IsManaged Options

Value	Label
1	Managed
0	Unmanaged

DefaultValue: False

ModifiedBy

Property	Value
Description	Unique identifier of the user who modified the record.
DisplayName	Modified By
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedby
RequiredLevel	None
Targets	systemuser
Type	Lookup

ModifiedByName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedbyname
MaxLength	100
RequiredLevel	None
Type	String

ModifiedByYomiName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

ModifiedOn

Property	Value
DateTimeBehavior	UserLocal
Description	Date and time when the record was modified.
DisplayName	Modified On
Format	DateAndTime
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedon
RequiredLevel	None
Type	DateTime

ModifiedOnBehalfBy

Property	Value
Description	Unique identifier of the delegate user who modified the record.
DisplayName	Modified By (Delegate)
IsValidForForm	True
IsValidForRead	True
LogicalName	modifiedonbehalfby
RequiredLevel	None
Targets	systemuser
Type	Lookup

ModifiedOnBehalfByName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedonbehalfbyname
MaxLength	100
RequiredLevel	None
Type	String

ModifiedOnBehalfByYomiName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	modifiedonbehalfbyyominame
MaxLength	100
RequiredLevel	SystemRequired
Type	String

OrganizationId

Property	Value
Description	the organization associated with the Routing Rule
DisplayName	Organization
IsValidForForm	False
IsValidForRead	True
LogicalName	organizationid
RequiredLevel	SystemRequired
Targets	organization
Type	Lookup

OrganizationIdName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	organizationidname
MaxLength	100
RequiredLevel	SystemRequired
Type	String

OverwriteTime

Property	Value
DateTimeBehavior	UserLocal
Description	For internal use only.
DisplayName	Record Overwrite Time
Format	DateOnly
IsValidForForm	False
IsValidForRead	True
LogicalName	overwritetime
RequiredLevel	SystemRequired
Type	DateTime

RoutingRuleIdUnique

Property	Value
Description	For internal use only.
DisplayName	Unique Id
IsValidForForm	False
IsValidForRead	True
LogicalName	routingruleidunique
RequiredLevel	SystemRequired
Type	Uniqueidentifier

SolutionId

Property	Value
Description	Unique identifier of the associated solution.
DisplayName	Solution
IsValidForForm	False
IsValidForRead	True
LogicalName	solutionid
RequiredLevel	SystemRequired
Type	Uniqueidentifier

SupportingSolutionId

Property	Value
Description	For internal use only.
DisplayName	Solution
IsValidForForm	False
IsValidForRead	False
LogicalName	supportingsolutionid
RequiredLevel	None
Type	Uniqueidentifier

TransactionCurrencyIdName

Property	Value
Description
DisplayName
FormatName	Text
IsLocalizable	False
IsValidForForm	False
IsValidForRead	True
LogicalName	transactioncurrencyidname
MaxLength	100
RequiredLevel	None
Type	String

VersionNumber

Property	Value
Description	Version number of the Routing Rule.
DisplayName	Version Number
IsValidForForm	False
IsValidForRead	True
LogicalName	versionnumber
MaxValue	9223372036854775807
MinValue	-9223372036854775808
RequiredLevel	None
Type	BigInt

Related information

Introduction to Omnichannel for Customer Service
Developer guide for Omnichannel for Customer Service