I have a CRM environment that is CRM 2013 SP1 on premises. I upgraded one database from CRM 4.0 to 2011 and then to 2013. It was originally a CRM 3.0 database. In the "Routing" dialog in the queue view I see two different dialogs depending on which organization I'm using. If I use a fresh database created in the 2013 SP1 environment, I get a new dialog that allows me to route directly to a user (this wasn't working pre SP1). If I try to route a case in the upgraded database, I get an old dialog that doesn't allow you to route directly to a user without first choosing a queue. The route button is greyed out until you also choose a queue. Why are the dialogs different when both databases are updated to SP1?
Upgraded database dialog file being used: _grid/cmds/dlg_queueitemroute.aspx
Fresh database dialog file being used: _grid/cmds/dlg_queueitemrouting.aspx
