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We have auto case creation enabled, when a user routes an email from one queue (ie Tech Support) to another queue (ie Orders), CRM automatically creates a case. This works when the user is on IE, however, when using Chrome and user tries to route an email to a queue, the case doesn't get automatically created. Has anyone experienced a similar issue?
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I realize that using the word "Route" is misleading, because of the Route button. Let me clarify the issue. From one queue (ie Tech Support), when we open an incoming email and click the Add to Queue button and select another queue (ie Orders), in IE, this automatically creates a case as expected. However, when we follow the exact same steps in Chrome, nothing is happening. The email gets "routed" in the new queue (Orders) but no case is automatically created.
We have tried on different machines and the same is happening. We also tried private browsing just to be sure, but same thing.
I realize that using the word "Route" is misleading, because of the Route button. Let me clarify the issue. From one queue (ie Tech Support), when we open an incoming email and click the Add to Queue button and select another queue (ie Orders), in IE, this automatically creates a case as expected. However, when we follow the exact same steps in Chrome, nothing is happening. The email gets "routed" in the new queue (Orders) but no case is automatically created.
Hi ,
Are you sure this is chrome browser issue? I have doubt as routing rule is works on server side, so there is less chances having browser issue .
BTW , can you please try with different machine or different user login. If I am not wrong sometimes this might be issue with the user and queue as well.
With the email opened, when you click on Add to Queue, it doesn't create the case at all. It doesn't add the email either to the queue. But from the queue items view (All Items), when you select an email and click on the Route button, it add the email in the queue you specified, but no case is created.
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