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Assignment Rule Does not Fire on Cases Created Through Salesforce Email-to-Case

Veröffentlichungsdatum: Apr 3, 2025
Beschreibung

When a Case is created through Email-to-Case, the Case ownership is not changed as per the Case assignment rule. The assignment rule will not fire because the 'Case Owner' field on 'Routing Address' under Email-to-Case has User or Queue selected and this will override the Default Case Owner field that's specified on the Support Settings page and in the assignment rule.

Lösung

If the Case Owner field on Routing Address is left blank, then the assignment rule will fire any time the Case is created through Email-to-Case.


Change the 'Case Owner' field to a blank value under 'Routing Address'

In Salesforce Classic 

1. Click on Setup.
2. Click Customize | Cases.
3. Click Email-to-Case.
4. Edit the Routing Address
5. Remove the User or Queue from the 'Case Owner' field, the value should be blank.
6. Click Save.
 

In Lightning Experience

1. Click on the gear icon then Setup.
2. Go to Feature Settings | Service.
3. Click Email-to-Case.
4. Edit the Routing Address.
5. Remove the User or Queue from the 'Case Owner' field, the value should be blank.
6. Click Save.
Nummer des Knowledge-Artikels

000381831

 
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Salesforce Help | Article