Email-to-Case: Task Still Created Even When "Create Tasks" Is Disabled on the Routing Address

This article covers two known causes for Tasks being created even when the "Create Tasks" option is disabled on an Email-to-Case Routing Address.

Cause 1: Routing Address in Pending State

This behavior occurs when the Routing Address is still in a Pending state and has not completed the email verification process. A Routing Address in Pending state does not fully apply its configuration settings, including the "Create Tasks" setting.
To resolve: Confirm the verification status under the Verification column in the list view of Routing Addresses. Complete the verification process for the Routing Address. Once verified, new inbound emails respect the disabled "Create Tasks" setting.

Cause 2: Automated Case User Profile Does Not Have Access to the Record Type

This behavior also occurs when the Automated Case User's profile does not have access to the Record Type set in the Routing Address. When the user profile lacks access, the system does not correctly apply the Routing Address settings, which can cause unexpected Task creation.

To resolve:

1. Navigate to Setup | Support Settings and identify the configured Automated Case User.
2. Open the Automated Case User's Profile.
3. Locate the Record Types section and ensure that the Record Type specified in the Routing Address is listed as an available Record Type for Cases.
4. Save the profile changes. Once access is granted, new inbound emails follow the disabled "Create Tasks" setting as expected.