Skip to main content
Topics#EmailMichael Tookes's Question
Michael Tookes (Merck) asked in #Email
Jun 17, 2020, 12:16 PM

email-to-case assignments

I set up email-to-case and chose for all incoming cases to be assigned to a specific user. However, these same cases are getting reassigned to a queue. I look at the Case history that it is created and then the system then changes the case owner to a queue. Does anyone have any suggestions as to why this could be happening?
4 answers
  1. Tony Trinh
    Jun 17, 2020, 12:31 PM
    Hi Michael,

     

    To help narrow down your search, take note that "If you specify a case owner, auto-assignment rules are ignored."

     

    Hi Michael, To help narrow down your search, take note that

     

    Your best bet is that it's an automation that is doing this. Check your Case PBs/Triggers.
Write an answer...
0/9000