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Email-to-Case 'Routing Address' default values not displayed on Case record

Fecha de publicación: Aug 8, 2023
Descripción

When sending an inbound message to an On-Demand Email-to-Case Routing Address, the default value of the fields below are not saving as designated in the settings for the Routing Address. Rather, they appear to be defaulting to the default values configured on the field level.

 

  • Case Priority
  • Case Origin
  • Case Record Type
Solución

This behavior is typically caused by permission level access. The Automated Case User is the running user that the organization uses 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 or used with the Routing Address, the Automated Case User's profile needs to have access to the record type. If access is not granted, this behavior occurs. 

In Salesforce Classic
 
  • Routing Address settings
Setup | Customize | Cases | Email-to-Case | Routing Address
 
  • Automated Case User
Setup | Customize | Cases | Support Settings
 

In Lightning Experience
 
  • Routing Address Setting
Gear icon | Setup | Platform Tools | Feature Settings | Service | Email-to-Case | Routing Address
 
  • Automated Case User
Gear icon | Setup | Platform Tools | Feature Settings | Service | Support Settings
 

Note: Assign Record Types and Page Layouts in the Enhanced Profile User Interface
 
 
Número del artículo de conocimiento

000386341

 
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Salesforce Help | Article