Case created by external user via Snap-In Offline Form does not fire case assignment rules
Last updated 2022-03-21 ·Reference W-8189696 ·Reported By 140 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 (140)
























Is it Fixed?
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