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sivadevsivadev 

Assignemt rule is over writing the email to case owner

HI need help on this please

When case is sent via email it assign to x queue by work flow rule this work flow is on email messages
but when case sent to email it assign to other queue as assignment rule on case.

Work flow rule contains if mail id contains xxx@XX.com in to or cc.
Assignment rule contains if employee XX then assign to this queue.
I think assignment rule is overwriting can anybody please help on this
Best Answer chosen by sivadev
Sonam_SFDCSonam_SFDC
Hi,

When you create a case with Email to Case - when the case gets created, the case owner will be the email to case case owner but it does change depend on the asisngment rules..are you saying that you do not wish to assign these cases created from E2C using assignment rules?

If this is the case, you will have to put filters in the assignment rules to not work on the cases created from Email to case.


All Answers

Sonam_SFDCSonam_SFDC
Hi,

When you create a case with Email to Case - when the case gets created, the case owner will be the email to case case owner but it does change depend on the asisngment rules..are you saying that you do not wish to assign these cases created from E2C using assignment rules?

If this is the case, you will have to put filters in the assignment rules to not work on the cases created from Email to case.


This was selected as the best answer
sivadevsivadev
Sonam_SFDC thanks for your reply can you justify your solution with example please :)
Sonam_SFDCSonam_SFDC
Sure, you can update the ORIGIN field on the case object to have the value as Email to case
When setting up Email to case - you have the option to choose the Case origin where you can select it as Email to Case - 

This way, any case coming in via E2C will be marked as such and then you can update your assignment rule to ignore the cases coming in form this origin such that these cases reamin with the E2C case owner and doesn't get assigned using the rules.