Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.
When a case creation rule is activated, a corresponding workflow is created automatically. If you create or assign a rule, you must have permissions to perform the same action on workflows. The case creation rule is applied and a case is created in the context of the permissions that the owner of the case creation rule has.
Go to Settings > Service Management.
Select Automatic Case Creation Rules.
To create a new case creation rule, click New. Myloweslife
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To edit an existing rule, in the list of rules, select a rule, and then on the command bar, click Edit.
Type or modify information in the fields.
Hover over the field labels to see what to enter.
Name. Type the name of the queue the rule is defined for.
Source Type. Select Email to indicate that cases will be created automatically from email messages.
Queue. Select the queue that the rule applies to. For example, if you want to convert email messages and then send them to the Support queue, select that queue here.
