Problem description

Based on the official Microsoft documentation "When creating routing rulesets, you can add multiple rule items and arrange them in the required order. The rule items are evaluated in the order of their definition."

In addition, basic routing rule sets are solution-aware: "Routing rules are solution-aware tables. You can export routing rules from one environment to another by using the solution import export tool. However, rules are mapped to a queue, user, or team that's not solution-aware data. Therefore, after exporting the data, you’ll need to edit mappings of each rule item to correspond to the queue, user, or team in the target environment."

For more details, please checkout the docs: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-rules-automatically-route-cases.

However, the following behavior can be observed: if a managed solution that contains a routing rule set is imported into a system in which the routing rule set already exists, the routing rule set is only partially updated.

Changes such as conditions and new elements are applied correctly, but not the order. As previously quoted from the documentation, the order influences the operating logic and should therefore be adopted correctly.

Basically, this should be a bug, but in cooperation with Microsoft Support it has turned out that this is “works-as-designed”.

Idea

Make the basic routing rule set really solution-aware, so that the sequence is also adopted correctly in the target system (for a managed solution import).