Troubleshooting Record Type Assignment in Email to Case Premium

Email to Case Premium can insert cases using a specific Record Type. There are some of the common configuration issues that may cause an undesired Record Type to be used.

  • May 28, 2020
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000004383
Symptoms
Solutions
To troubleshoot Record Type assignment issues in Email to Case Premium, check the following:
  1. The Record Type(s) are Active.
  2. The context user (specified in Setup > Develop > Email Services > Email to Case Premium > [your routing address]) has profile permissions to the desired Record Type(s).
  3. The Record Type Setting (in Setup > Customize > Cases > Support Settings) is configured to "Keep the existing record type"
  4. The Record Type is configured for the "To Address" on the Email to Case Premium Inbound Configuration settings.
Status
Additional Information
Title
Troubleshooting Record Type Assignment in Email to Case Premium
URL Name
Troubleshooting-Record-Type-Assignment-in-Email-to-Case-Premium