When I'm testing the new assignment rule and I'm supposed to enter "Solar Panels" for "Product". However I don't have a product option on my screen
Hi @Jared Spain ,
The "Type" field was not on my page layout. I put it in and selected "Problem" and it finally worked.
Do one thing delete all the cases with name Faulty Inverters!
Then create new case again with record type as product support
Account Name | Pyramid Construction Inc. {There can be two account records with same name}
Status| New
Case Origin| Phone
Subject| Faulty Inverter
Description| System shut down and seems to be from a faulty inverter
Product| Inverters
Type | Problem
Case Reason | Performance
Assign using active assignment rule| Select this option at the bottom
After doing clicking on save it should be assigned to Product Support Tier 1
After that go to setup -> case escalations -> click on search and see if the the record is showing there or not!
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000C4o26SAB
I had the exact same issue and noticed later that my page layout was incorrect and missing fields.
Follow as below:
Setup | Object Manager | Case
Select Product Support Case Layout
Select Case Page Layouts
Make sure you have the following fields added:
Just create a new case and delete the old one. It should work. Let me know if it worked for you =)
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000BuQZmSAN