Greetings!
We have set up case assignment rules such that when a customer selects Product A while opening a case, the case is routed to a queue called Product A Queue. If the customer chooses Product B in the dropdown, it will be routed to a queue called "Product B Queue" and so on.

We also allow community users to choose any of the 25 languages. The problem is when a customer chooses a different language, "product A" is translated to some chinese characters (for example). These characters do not match our case assignment rules and so, the case ends up in a "general" catch-all queue.

We opened a case and were told this is the way it works OOB and we have to write code so that the custom labels are looked at without translations and then compared to assignment rules.

Can anyone help us with this
cheers
Ashok

Greetings!
We have set up case assignment rules such that when a customer selects Product A while opening a case, the case is routed to a queue called Product A Queue. If the customer chooses Product B in the dropdown, it will be routed to a queue called "Product B Queue" and so on.

We also allow community users to choose any of the 25 languages. The problem is when a customer chooses a different language, "product A" is translated to some chinese characters (for example). These characters do not match our case assignment rules and so, the case ends up in a "general" catch-all queue.

We opened a case and were told this is the way it works OOB and we have to write code so that the custom labels are looked at without translations and then compared to assignment rules.

Can anyone help us with this
cheers
Ashok