Loading

Email-to-Case Cases not assigned to correct queue or record type

Publiceringsdatum: Oct 13, 2022
Beskrivning
If after creating a new Email-to-Case routing address, cases created are not assigned to the correct queue or record type.

This can happen if the Automated Case User does not have access to the record type used in the Routing Address Settings.
 
Lösning

Assign the Record Type to the Automated Case User's Profile. You can find the Automated Case User by following the steps below:

In Salesforce Classic
  1. Click on Setup.
  2. In the Quick Find box, enter Support Settings.
  3. Click on Support Settings under Cases.

In Lightning Experience
  1. Click the Gear icon on the upper-right corner then click on Setup.
  2. In the Quick Find box, enter Support Settings.
  3. Click on Support Settings under Service.


See the document below if the settings under Email-to-case are not being applied to incoming emails that create cases. 
Email-to-Case does not assign the record type selected in the Email-to-Case settings
Knowledge-artikelnummer

000382716

 
Laddar
Salesforce Help | Article