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Cases created via On-Demand Email-to-Case (a Salesforce feature that automatically converts inbound emails into Cases using routing addresses) are not assigned the appropriate Case record type according to the preset value configured in the Routing Address. Instead, the Case is assigned the default record type of the Queue Creator, which may or may not be 'null'.
As a result, the Case History related list indicates that the Case record type value has been deleted or changed.
This behavior occurs under specific Support Settings configuration conditions. Navigate to Support Settings:
The issue occurs when both of the following conditions are true:
When these two settings are active together, Salesforce assigns the default record type of the Queue Creator to the Case, overriding the preset record type from the Routing Address.
To prevent the preset record type from being deleted or overridden, a Salesforce administrator needs to update the Record Type Setting value.
Steps to resolve:
After this change, Cases created via On-Demand Email-to-Case retain the record type configured in the Routing Address.
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