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Dynamics 365 CommunityForums Customer experience | Sales, Customer Insights,... Case assigned to user

Customer experience | Sales, Customer Insights,...

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Case assigned to user

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Posted on by fran2105

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Hi all. I have a user that is getting cases assigned to him, however, the cases that come in should not be assigned to anyone (other than SYSTEM) as we have a routing rule that puts cases in queues depending on the respective subject that the case is under. What I did notice is that the case has originated from Email however we do not have the Automatic Case Creation Rules.

What are your suggestions?

Thank you and kind regards,

Marie

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Brandon Sambat Microsoft Employee on at

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Thanks for using the Dynamics communities. If you have Auditing enabled you can check the audit logs for the case and see if there was a process that is moving the cases (e.g. workflow, bpf, plugin etc). Is it possible this user created a Flow that is performing this action? You mentioned that there are no ARC rules currently. How is the system creating cases from emails?

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