first of all: Yes I know, List Viewing user Id needs to be Case Owner Id in order for the standard service cloud refresh list to work.

What I got to work is this:

  • Setup Email 2 Case
  • Support Settings => Make me the default case owner if assignment fails
  • Open Service Console, got to list: 'myCases' (Only shows my cases)
  • Send an Email to Email2Case
  • Voila: List does refresh

What does not work:

  • Custom Settings => Default User X is Case Owner
  • Using Assignment Rules to determine Case Owner => User Y
  • Send Email to Email2Case Address
  • Open Service Cloud, got to list: 'myCases' as User Y
  • send an Email To Email2Case

=> No Refresh

I am really at loss. Can somebody confirm/deny that Assignment Rules do affect the standard refresh behaviour?

Kind Regards, Sz

  • I have opened a case with Salesforce for the issue. They did not confirm yet as to whether assignment rules are intended to trigger the list refresh or not. Will keep you updated. – Christian Szandor Knapp Apr 19 '16 at 17:00

Salesforce could identify the issue: We failed to ensure the viewing users' profiles have at least Read Permission on Push Topic Object.


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