Salesforce Email-to-Case Routing Address Default Field Values Not Saving on Case Record

Grant the Automated Case User's Profile Access to the Correct Record Type

This issue is typically caused by insufficient record type access for the Automated Case User. The Automated Case User is the Salesforce system user that runs in the background to create Case records from inbound Email-to-Case messages. If the Automated Case User's profile does not have access to the Record Type specified in the Routing Address, Salesforce cannot apply that default value and falls back to field-level defaults instead.

Why This Happens

When a new Record Type is created or when an existing Routing Address is updated to reference a different Record Type, the Automated Case User's profile must be updated separately to grant access to that Record Type. This access grant does not happen automatically when the Routing Address is saved.

How to Fix the Issue

Follow the steps below to grant the Automated Case User's profile access to the required Record Type.
Step 1 — Identify the Automated Case User
The Automated Case User is set in the Support Settings area of Salesforce Setup.

• In Salesforce Classic: Go to Setup, then Customize, then Cases, then Support Settings. Note the user listed as the Automated Case User.
• In Lightning Experience: Click the Gear icon, go to Setup, then Platform Tools, then Feature Settings, then Service, then Support Settings. Note the user listed as the Automated Case User.

Step 2 — Identify the Routing Address and its Default Record Type
Review the Routing Address configuration to confirm which Record Type is specified as the default.

• In Salesforce Classic: Go to Setup, then Customize, then Cases, then Email-to-Case, then Routing Address.
• In Lightning Experience: Click the Gear icon, go to Setup, then Platform Tools, then Feature Settings, then Service, then Email-to-Case, then Routing Address.

Step 3 — Grant the Automated Case User's Profile Access to the Record Type
Navigate to the profile of the Automated Case User and assign access to the required Case Record Type. In the Enhanced Profile User Interface, this is done under the Record Types section of the profile. Assign the appropriate Case Record Type to the profile, and set it as the default if needed.
For detailed steps on assigning Record Types in the Enhanced Profile User Interface, refer to the Salesforce Help article: Assign Record Types and Page Layouts in the Enhanced Profile User Interface.
Step 4 — Test the Fix
After granting profile access, send a test inbound email to the Routing Address. Verify that the resulting Case record shows the correct Case Priority, Case Origin, and Case Record Type as configured in the Routing Address settings.