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Case should not be assigned to specific 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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RE: Case should not be assigned to specific user

Hi fran2105,

The Automatic Case Creation Rule are not interchangeable in the web client and UCI,

It is normal that no rules are displayed If you have not created rules in the UCI.

Regards,

Leah Ju

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fran2105 416 on at

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RE: Case should not be assigned to specific user

Hey Leah Ju. The version is v9.2

Thank you and kind regards,

Marie
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RE: Case should not be assigned to specific user

Hi fran2105,

What version of the dynamics 365 are you using?

Regards,

Leah Ju
fran2105 416 on at

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RE: Case should not be assigned to specific user

Thank you for that suggestion. I am able to see the Automatic Case Creation Rule on the classic interface, however, I cannot see it on the Unified Interface. Is there a particular reason for this?
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RE: Case should not be assigned to specific user

Hi fran2105,

Have you checked Automatic Case Creation Rules in web client and UCI.

(1)Settings > Service management > Automatic Record Creation and Update Rules.

(2)Change to Service management tab

Then you can check the workflow on the case entity for the presence of steps to assign cases to the user.

Settings > Process.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.