‘Error occured.System.Exception: Can not create the routing rule item as selected queue is not of entity type…’ Solved

Introduction:

While working with case entity and queue entity in the Customer Service Hub app we encountered an issue which states that we can only route to Entity type queue.
After investigating, we found that this issue arises due to OmniChannel Apps installed in Dynamics 365 CRM environment.

What is the issue?
We created a case entity record in the Customer Service Hub and while adding this record into queue we encountered an issue stating that we can only route to Entity Type queue as shown in below screenshots:

Error Description: “Error occured.System.Exception: Can not create the routing rule item as selected queue is not of entity type. You can only route to Entity type queue. at Microsoft.Dynamics.OmnichannelBase.Plugins.PreOperationOCQueueRoutingPlugin.Execute(IServiceProvider serviceProvider)”

After investigating more to resolve this issue we found that the issue has occurred due to the OmniChannel Apps installed in Dynamics 365 CRM environment.

In Queue Entity…

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