We have an IT Help Desk email that is set up to email-to-case. However, when the case comes in it comes in with the wrong case status.
It should default to new, but it's defaulting to a different status.
I made sure to check and it is set to the correct record type. Additionally, the record type it is using has the correct default value.
Is there somewhere else I should be looking?
Hey John,
I would check to see if there is any process automation potentially changing the status. You could enable a debug log to help with this as well and then create a case which should show everything happening behind the scenes. Also, do you have Field History enabled on Case Status? If so, you could add that related list to the page to see if something is changing the Case Status from New to the different value.
Thanks,
Mikey
