Case created by external user via Snap-In Offline Form does not fire case assignment rules
Trailblazer Community

Known Issues · In Review

Case created by external user via Snap-In Offline Form does not fire case assignment rules

Service

Last updated 14 days ago ·Reference W-8189696 ·Reported By 131 users

In Review

Summary
Case created by external user via Snap-In Offline Form does not fire case assignment rules

Repro
Set up:

1. Create a Queue “Queue A” and assign the administrator (this does not have to be an Omni Queue)

2. Create Case Assignment Rule. When criteria are met, Case: Case Origin equals web, assign case to Queue A

3. Setup basic live agent implementation and assign admin

4. Create Snap-in DeploymentPre-chat page enabled:

- Service Scenario (fields Name, Email, Subject)
- Offline support enabled (fields Subject, Web Name, Web Email)

5. Create a VF page with the snap-in code

Reproduce:

Open the newly created VF page and create a case via the offline support snap-in

In the org, navigate to Case list view to find the newly created case

Notice that the owner of the case is System

We would expect that case assignment rules would fire, since this is following web-to-case functionality

Workaround
None at this time.

Reported By (131)

Diego Cominazzini Daniela Covi Mike Matthews Juliette Faraone Robin Roach Mohammad Mughal Ben Carlson Ryan Pletsch Mark Vermaat Sam Connolly Mike Wheeler Debra Jensen Kristy Voll Reisz Benjamin Riboreau Sim q Karishma Kotian Adrien FIORETTI John Allison Martin Humpolec Sim Qadeer Jenifer Johnsrud Diego Carbonetti kevin garcia LavaBox Support Ryan Goodyear Jean-Luc Lazet Jennifer Homme Muhammad Bin Muzaffar Vu Thoa Megan Lloyd-Jenkins Cyrielle Valade Lisa Eason Snigdha Gujarathi Albert Cortadella Villagrá Sarthak Nigam Marcos Borges Ashwin Kushwah Majente Admin Mike Bissonnet Lhotse Springer Daria Jaśnikowska Brad Haeger Melody Goede Steffens Raji Srinivasan Georgia Tsaka Ron Leeflang Mike Ravagnani Yvonne Wanjiru Felix Plakolb Michael Dimitri Nicolas Coburn Harold Baker Jill Hedberg durkkesh K Dominic Ionadi Matt Torcasso Razvan Radu Eric Rodrigue Gordon Vaynapel Salesforce ClarCat Destined Admin Kyra Seipel Karthikeyan Venkatachalam Shri Vagicherla John Eastvold Raymond Perez Tiina Kallio Chris Duncan Chris Duncan Venkatesh Budi Justin Smith BALINK dev Sue Irvine Arthur Huang Wolf Duttlinger Integration User Karen Kremer Diego Muriel Michael Drexler Famil Mammadov Anitha Pathipati Martina Krupová Justin Dixon Heather Radomski Shyam Raju Alex McClune Satu Portimojärvi Sara Csibra Anibal Rivera Karissa Jensen Jason Jensen Tranzevo Development Maria Albert Gimeno Cristina Salvador Guillermo López Gears David Keys Priya Mahanti Sri Bala Tripura Sundari Marcelo Serra Wendy Schuman Ownly Ownly Jonathan Sheehan Jason Belote Andreas Epping Lin Vickiel Matthew Knight Matthieu Bossan Jayesh Juneja Duane Moore Randy Marcelo Jen Nikka Lim Anton Buiko Mark Handermann Josh Kerber Saily Fuentes Parik Dhody Mira Daskalova Canio Caputo Scott Riddler Claudia Gomez Bhavana Chava Franco Salas Anthony Piaia Charles de Brabandere Sean M Heidi Krapfl Daniel Dlugos Demi Yang Ashley Harriett Rama Konda

Is it Fixed?

AP0 AP3 AP4 AP5 AP6 AP7 AP8 AP9 AP10 AP11 AP12 AP13 AP14 AP15 AP16 AP17 AP18 AP19 AP20 AP21 AP22 AP24 AP25 AP26 AP27 AP28 AUS1 AUS11 AUS2S AUS3 AUS4S AUS5 AUS6S AUS7 AUS9 CAN1 CAN2S CAN4S CS1 CS2 CS4 CS5 CS6 CS7 CS8 CS9 CS10 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS115 CS119 CS110 CS117 CS114 CS113 CS112 CS111 CS11 CS116 CS123 CS122 CS121 CS126 CS127 CS129 CS128 CS125 CS124 CS137 CS138 CS133 CS132 CS14 CS148 CS142 CS159 CS152 CS151 CS15 CS162 CS16 CS169 CS165 CS160 CS173 CS17 CS174 CS18 CS189 CS194 CS192 CS193 CS190 CS191 CS199 CS197 CS19 CS198 CS196 CS195 CS20 CS200 CS202 CS201 CS203 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS29 CS31 CS32 CS33 CS34 CS35 CS36 CS37 CS40 CS41 CS42 CS43 CS44 CS45 CS46 CS47 CS49 CS50 CS53 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS72 CS73 CS74 CS75 CS76 CS77 CS78 CS79 CS80 CS81 CS84 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS94 CS95 CS96 CS97 CS98 CS999 CS99 EU16 EU17 EU18 EU19 EU25 EU26 EU27 EU28 EU29 EU30 EU31 EU32 EU33 EU34 EU35 EU36 EU37 EU38 EU39 EU40 EU41 EU42 EU43 EU44 EU45 EU46 EU47 EU48 IND1 IND2S IND3S IND5 IND7 IND9 JPN2S JPN4S NA104 NA107 NA109 NA100 NA101 NA103 NA102 NA105 NA119 NA116 NA110 NA118 NA112 NA111 NA115 NA114 NA113 NA117 NA125 NA124 NA122 NA120 NA126 NA127 NA123 NA129 NA121 NA128 NA138 NA134 NA133 NA136 NA135 NA132 NA131 NA130 NA137 NA139 NA140 NA142 NA141 NA149 NA146 NA147 NA148 NA154 NA158 NA159 NA153 NA151 NA155 NA152 NA150 NA156 NA161 NA163 NA167 NA160 NA166 NA165 NA169 NA164 NA168 NA162 NA172 NA170 NA174 NA171 NA173 NA196 NA202 NA204 NA21 NA218 NA214 NA217 NA215 NA64 NA65 NA66 NA68 NA69 NA70 NA71 NA72 NA73 NA74 NA75 NA76 NA77 NA80 NA81 NA82 NA83 NA84 NA85 NA86 NA87 NA88 NA89 NA90 NA91 NA92 NA93 NA94 NA95 NA96 NA97 NA98 NA99 UM1 UM2 UM3 UM4 UM5 UM6 UM7 UM8 UM9 USA1 USA2S USA3S USA4S

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.