A case has been created from Email-to-case and the case Owner is routed to a Queue automatically. Condition here is if it comes to a Specific mail id it is routed to that particular Queue. Now I need to change it to other Queue as a requirement. My problem here is I'm unable to track from where excatly the case owner field is updating.I'm new to this company and application and their is no much support.

I manually tried checking Case Assignment Rules ,Process Builder, Workflow Rules, Triggers but none satisfies this condition.I tried tracking in Debug Logs as well and their is no much information.

Can anyone suggests what would be the best way to track from where it is triggering

  • Basically it should be managed via Case Assignment Rule. When a new email from the customer is received, Email-to-Case converts it to a Case in Salesforce. From that point Assignment Rules are applied and the case gets an owner defined by those rules. You might also want to check the Default Case Owner in Support Settings. This is the owner which is assigned to a case if none of the rules were not satisfied. – Eduard Jul 19 '18 at 8:23
  • Their is only 1 assignment Rule that doesn't relates to this and default Case Owner field is blank as well in the settings – Eagerin Sf Jul 19 '18 at 8:48

I'm not 100% sure if I correctly understand what you're asking about but let me give a try:

Setup->Email-to-Case->Routing Addresses.

There is a setting where you can specify: Email address from which cases will be created (you'll need to set forwarding when new email address will be used) Initial attributes of newly created case from email-to-case: Case Owner (User or Queue) Case Priority Case Source

So to summary: You can specify which onwer should newly created case have when email is send to specific email address.

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  • Since this Case Owner is not a required field their is no owner for the specific email address – Eagerin Sf Jul 19 '18 at 13:41

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