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Topics#Customer ServiceRobert Mellett's Question
Robert Mellett asked in #Customer Service
Feb 24, 2012, 8:35 PM

Email-to-case auto-assignment rules not working

I have done many a email-to-case, but today I am having trouble. For some reason my new email-to-case is assigning the case to the right queue, sending the right email, BUT it chooses the wrong record type! I know I have the rectord type set-up right....what am I missing?
4 answers
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  1. Marco (werewolf) Casalaina (Salesforce)
    Feb 24, 2012, 10:15 PM
    Well something must be setting the record type (or preventing it from being set by Email To Case).  I'd recommend you turn on Debug Logs for the Email To Case user, send an email to the Email To Case box, and have a look at the resulting log.  Somewhere in there will be the smoking gun.
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