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Service | Customer Service, Contact Center, Fie...
Suggested Answer

Case should not be assigned to specific user

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Posted on by 416

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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  • Suggested answer
    Community Member Profile Picture
    on at

    Hi fran2105,

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

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

    pastedimage1621220335841v1.png

    (2)Change to Service management tab

    pastedimage1621220454103v2.png

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

    Settings > Process.

    pastedimage1621220666729v3.png

    Regards,

    Leah Ju

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

  • fran2105 Profile Picture
    416 on at

    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?

  • Community Member Profile Picture
    on at

    Hi fran2105,

    What version of the dynamics 365 are you using?

    Regards,

    Leah Ju

  • fran2105 Profile Picture
    416 on at

    Hey Leah Ju. The version is v9.2

    Thank you and kind regards,

    Marie

  • Community Member Profile Picture
    on at

    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

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

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