Email to Case Routing Address default values are not reflected on Case record
|Knowledge Article Number||000199686|
When sending an inbound message to a On Demand Email to Case Routing Address, the default value for the fields:
Case Record Type
are not saving as designated in the Routing Address settings (Setup | Cases | Email-to-Case | (Routing Address)). Rather, they appear to be defaulting to the default values configured on the field level.
This behavior is typically caused by permission level access. The Automated Case User (Setup | Cases | Support Settings), is the running user that the Organization utilizes to create the Case record. In most Cases, the above behavior occurs after the Routing Address is created. If a new Record Type is created/used with the Routing Address, the Automated Case User's Profile will also need to have access to the Record Type. If access is not granted, the aforementioned behavior will occur.