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Brennan ButlerBrennan Butler 

Cases Queue not assigning correctly

I am loosing it. I have created a second cases queue for our customer service people. It is called Customer Service. We also have an Engineering Queue I have been all over the system tryin to figure out why they are not auto assigning correctly. Record types of Customer SErvice should Auto-Assign to Customer Service, Engineering to Engineering. This is not what is happening, everything is going to engineering and I can't see to stop it. Email to case is set to go to Customer Service, Workflow rules are in place to auto assign. 

I am thinking it is in the record type, because they are all being created as Engineering, how do I stop this, Ones from email to case need to be created as Customer Service. HELP ME PLEASE
Best Answer chosen by Brennan Butler
BM 5BM 5

The Profile of the user that we use for Email to Case, might be not authorized to access the new Record Type.

So just edit the Profile - Record Types section, and add the record type to the Profile.