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hgill87
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!
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!
https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US (https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US)
All Answers
https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US (https://help.salesforce.com/apex/HTViewSolution?id=000006860&language=en_US)
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!!