Merge pull request #9736 from MicrosoftDocs/nn-ur-provision

AB#7525: Publish troubleshooting information for enabling unified routing

Author: haywoodsloan

support/dynamics-365/customer-service/toc.yml

@@ -170,13 +170,15 @@
       href: teams-collaboration/flow-connection-invalid-customer-support-swarming.md
 - name: Unified routing
   items:
+    - name: Troubleshoot failures in enabling of unified routing
+      href: unified-routing/troubleshoot-enabling-unified-routing.md
     - name: Troubleshoot issues with automatic assignment
       href: unified-routing/troubleshoot-assignment-issues.md
 - name: Dynamics 365 Contact Center (formerly Omnichannel for Customer Service)
   items:
-    - name: Agent Scripts and Macros
+    - name: Agent scripts and macros
       items:
-        - name: Can't deploy a custom Agent script solution
+        - name: Can't deploy a custom agent script solution
           href: omnichannel-for-customer-service/custom-agentscript-solution.md
     - name: Customer summary and Closed conversation form
       items:  

support/dynamics-365/customer-service/unified-routing/troubleshoot-enabling-unified-routing.md

@@ -0,0 +1,54 @@
+---
+title: Troubleshoot Failures When Provisioning Unified Routing in Dynamics 365
+description: Learn how to troubleshoot failures when you provision unified routing in Dynamics 365 Customer Service.
+author: hbarik
+ms.author: hbarik
+ms.reviewer: nenellim
+ms.topic: troubleshooting-problem-resolution
+ms.collection: 
+ms.date: 09/22/2025
+ms.custom: sap:Routing Setup\Unable to turn on Unified Routing
+---
+
+# Troubleshoot failures when provisioning unified routing
+
+This article provides troubleshooting guidance for issues that occur when you provision [unified routing](/dynamics365/customer-service/administer/overview-unified-routing) in Dynamics 365 Customer Service.
+
+## Symptoms
+
+When you try to [enable the unified routing toggle](/dynamics365/customer-service/administer/provision-unified-routing#enable-unified-routing-for-customer-service-only) in Dynamics 365 Customer Service, the feature isn't enabled, and you receive one of the following error messages:
+
+- "Unified routing provisioning failed due to issues in configuration..."
+- "Unified routing provisioning failed due to an error in deactivation of basic routing rulesets..."
+- "Unified routing provisioning failed due to an error in activation of basic routing rulesets..."
+
+## Cause 1: Issues in basic routing rule sets
+
+If you're already using [basic routing](/dynamics365/customer-service/administer/create-rules-automatically-route-cases), conflicts might occur when you activate or deactivate routing rule sets or modify their permissions.
+
+### Solution
+
+1. Check the ownership of all the basic routing rule sets. If the owner of a rule set no longer has access, either reactivate the user or transfer the ownership of the rule set to an active user.
+1. Try again to enable unified routing.
+
+For more information about basic routing rule sets, see [Automatically route cases using basic routing rule sets](/dynamics365/customer-service/administer/create-rules-automatically-route-cases).
+
+## Cause 2: Failures because of master entity routing configuration
+
+During provisioning, the system [creates a master entity routing configuration for the Case table](/dynamics365/customer-service/administer/set-up-record-routing#configure-unified-routing-for-records). This step might fail in the following scenarios:
+
+- During a copy operation from an existing organization, the decision contract is added in the target organization, but the related records are missed. Because the records are missing, the system can't create a master entity routing configuration for the Case table during provisioning.
+- You manually create a Case master entity record configuration by using the name `new_incidentmasterentityroutingconfiguration` before you trigger provisioning.
+
+### Solution
+
+1. From your Dataverse instance, delete the record of type `msdyn_decisioncontract` that has the following attributes:
+   - `msdyn_name`: `Case decision ruleset`
+   - `msdyn_uniquename`: `new_incidentmasterentityroutingconfiguration`
+1. Try again to enable unified routing.
+
+For information about how to delete records in Dataverse, see [Delete record](/power-apps/developer/model-driven-apps/clientapi/reference/xrm-webapi/deleterecord).
+
+## Related information
+
+[Manage unified routing in Dynamics 365 Customer Service](/dynamics365/customer-service/administer/provision-unified-routing)