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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
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.
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?
What version of the dynamics 365 are you using?
Hey Leah Ju. The version is v9.2
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.
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