Automatic Record Creation process definitions in draft status |
Checks whether ExecutePrimaryCreatePostActions and ExecuteARC custom actions are in the active or draft state when a rule for creating records automatically is being used. |
The processes to create records are deactivated automatically. Review whether the deactivated processes are required for your business logic and reactivate them if necessary. You can select the rule and then select Resolve, which will activate the processes. |
Check if activity monitor for automatic record creation is enabled. |
Check for msdyn_ArcActivityMonitorForFailedScenarios and msdyn_ArcActivityMonitorForSkippedScenarios flag values to decide whether activity monitor is enabled. |
Activity monitor isn't enabled for creating records automatically. Enable the activity monitor to monitor rules to know whether they succeeded or failed. For more information, see Use activity monitor to review and track rules. |
Check if autoRouteToOwnerQueue for the Email entity is enabled. |
Checks whether rules to create records automatically are enabled and autoroute to owner queue is set on the Email entity. |
The rule for creating records automatically might not be triggered to the right user if the Automatically move records to owner's default queue check box is selected for the Email entity. For more information, see Entity records routing. |
Check if Customer Service forms are from unmanaged layer. |
The rule fails when Customer Service forms are found in the unmanaged layer. |
Customer Service forms are found in the active layer. Because unmanaged solutions overwrite Customer Service metadata fixes, we recommend that you don't place the system forms in active layers in a production environment. |
Check workflow type for convert rule and convert rule items |
- Modern rule: Associated workflow should be a Power Automate flow
- Legacy rule: Associated workflow should be a legacy workflow
- Workflow state check
- Active rule: Associated workflow on the rule and rule item should be present and in active state.
- Draft rule: The rule for creating records automatically should have no associated workflow; the rule item should have an associated workflow in the draft state.
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- Workflow type issue: You've performed an activate or deactivate action on a legacy rule in Unified Interface form.
- Workflow type issue: Created rule items for a modern rule in the legacy experience.
- Workflow state issue: You've turned on or off flow in Power Automate.
How to fix the issue- Workflow state issue: should be automatically corrected for the customer to update the relevant workflow to its required state.
- Workflow type issue: contact Microsoft Support
We recommend the following: - Rules created in Unified Interface should only be edited, activated, or deactivated in Unified Interface experience.
- Rules created in legacy experience should only be edited, activated, or deactivated in legacy experience.
- In Power Automate, do not manually turn on or off flows to create records automatically.
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ConditionXml format check |
- Modern rule: The
conditionxml attribute value of all the related rule items should be in fetchxml format. - Legacy rule: The
conditionxml attribute value of all the related rule items should be in conditionxml format.
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- Format is mismatched in the rule type for creating records automatically.
- You've performed the activate or deactivate action on a legacy rule in the Unified Interface form experience.
- You've created rule items of a modern rule in the legacy experience.
We recommend that the rules created in the Unified Interface app and legacy app be edited, activated, or deactivated in the corresponding app, respectively, and do not use the apps interchangeably. |
Custom customizations on the Customer Service Hub site map |
Checks for customizations on the Customer Service Hub site map. |
Fails when the site map is customized. For more information, see Merge site map customizations. |
Custom customizations on the Customer Service Workspace site map |
Checks for customizations on the Customer Service workspace site map. |
Fails when the site map is customized. For more information, see Merge site map customizations. |
Customized option sets |
Detects whether any option set in Customer Service has been customized. Customizing option sets can lead to unexpected behavior for unintended option sets. |
Option set has been modified by customization. Manually remove customizations from the Customer Service option set if they aren't required for your business. |
Deleted Sdk message processing steps |
Checks whether any SDK message processing steps are deleted. Deleted SDK message processing steps will lead to incorrect behavior when using Customer Service. |
Fails if any of the shipped Customer Service SDK message processing steps have been deleted from the system. Contact Microsoft Support to resolve the issue. |
Disabled Sdk message processing steps |
Checks whether any SDK message processing is disabled. Disabled SDK message processing steps will lead to incorrect behavior when using Customer Service. |
SdkMessageProcessingSteps are deactivated. Review if the disabled SdkMessageProcessingSteps processes are required for your business logic and reactivate them if necessary. |
Process definitions in draft status |
Checks whether any process definitions related to Customer Service are in draft status. Note: The ManageContract , Contractline , and Entitlement workflows are excluded from the validation check when they are in the draft state. |
Processes are deactivated. Customer Service might not work correctly when processes are disabled. To resolve the issue, reactivate process definition from customizations. |
Process definitions owned by disabled users |
Checks whether any process definitions in the system are assigned to disabled users. |
Processes will fail because they are owned by disabled users. Make sure that all workflows are assigned to users who have the required permissions. To resolve the issue, reactivate the user accounts that own workflows or assign the workflows to another user account with the proper security privileges. |
Validate Email response template type for Modern Automatic Record Creation |
The template type code of the auto-response email template set on a rule should match the primary entity set on all its rule items:responsetemplateid stores the auto-response email template on the convertrule entity. templatetypecode stores the template type code on the email template entity. primarycreateentitylogicalname stores the primary create entity on the convertruleitem entity.
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The template type code of the auto-response email template set on a rule didn't match with the primary entity set on its rule items. As a result, the automatic response won't be sent because the template type didn't match the rule item primary action entity type. But won't cause failure. |
Waiting workflow instances are owned by disabled users |
Detects waiting workflow instances that are assigned to disabled users. These workflows will fail to correctly generate the records that they are supposed to generate. |
The workflows are assigned to disabled users. To resolve the issue, reactivate the user accounts that own the workflows or assign the workflows to another user account with the proper security privileges. |