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hgill87hgill87 

Email-to-Case creates case but does not enter case into queue

Hi there,

I have created a queue called 'Invoices'. I then created a Record Type called 'Invoices Support'.
I then created an 'Email-to-Case' process. I set the Case Origin to Invoice Email and set the Record Type to 'Invoices Support'
I then created an assignment rule based on the record type and case origin to match the values above and set assign to: Queue - Invoices.
When I send an Email to the correct address, a Case is created but it's not entered into any queue and the Case Owner is set to the default selection.

Any ideas on how to set this up correctly would be greatly appreciated!!
If you need more info just let me know, thanks!
Best Answer chosen by hgill87
Prabhat Kumar12Prabhat Kumar12
Record type may be the reason for that. Please look into below artilcle.

https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US (https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US)

All Answers

Prabhat Kumar12Prabhat Kumar12
Record type may be the reason for that. Please look into below artilcle.

https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US (https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US)
This was selected as the best answer
hgill87hgill87
Thanks for the speedy reply Prabhat. This may well sort the issue out as I haven't tried this solution. The only issue I can see with this solution is the fact that I newly created this Record Type, means that no other User will have this Record Type as default.
hgill87hgill87
UPDATE:

This is definetly the issue as described in the link provided above. I changed the Case Record Type to the default Record Type and everything works as it should. Thanks for the solution!!
Prabhat Kumar12Prabhat Kumar12
Glad to know it worked for you. Could you please mark this as answer.
Christian ShearerChristian Shearer
Link is broken....any chance of reposting as I am seeing the same issue.