Apply intake rules to manually created cases

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Posted on by Christian K

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Hi,

we are working with automatic record creation (via Email) and intake rules to send these created cases to a specific work stream. In this workstream we apply work classification and assignment to agents.

Since agents are "lazy" we would like to reduce the number of clicks when manually creating cases (either by phone or directly from the system).

Is there any way (flow/setting etc.) to make sure that manually created cases are also sent to a workstream via the created intake rules? In my testing I could not achieve that intake rules apply.

Thx in advance