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

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

Service

Last updated 2022-08-10 ·Reference W-8189696 ·Reported By 142 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 (142)

Jen Lim Carlos Reyero Garcia Brad Haeger Bhavi Hirani Anindita Dasgupta Karan Sadawana John Worth See Thong Tan Ernesto Jaramillo Dave Allison Harsha Pawani Kelsiane Lima 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 Dalize Van Eeden 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 Melody Steffens Raji Srinivasan Georgia Tsaka Ron Leeflang Mike Ravagnani Yvonne Wanjiru Felix Plakolb Michael Dimitri Nicolas Coburn Harold Baker Jill Hedberg Durkkeshwaran 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?

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