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Why does the Case Origin value default to ''Phone'' when I create a new Case?

Knowledge Article Number 000005257
Description

If your organization employs the Call Center feature and your User record has a Call Center value defined on it (in the "Call Center" lookup field), then the value of the Case Origin field defaults to "Phone" by design.

Resolution

If you would like to have a Call Center defined on your User record but also have the Case Origin field default to a value other than "Phone", you can leverage Workflow to update the Case Origin to the desired value upon creation.





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