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Troubleshooting Record Type Assignment in Email to Case Premium

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

Support

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