Need to configure ATF steps for CSM case triggered from email boxes

deepikad1601339
Tera Contributor

‎07-23-2025 11:29 PM

 

Hello All,

I want to configure ATF steps for CSM cases created through email address 

note: emails addresses are stored in case routers not in the inbound actions

 

I created few ATF Steps to create case through email, As of now case is getting created but after creation i need to open case and need to validate assignment group field, channel is email, original email and state is new.

in the validation step i am facing failure not sure where i am missing can any one please help on this

below are the ATF steps which i configured

 

deepikad1601339_0-1753338125102.pngdeepikad1601339_1-1753338171325.pngdeepikad1601339_2-1753338212376.pngdeepikad1601339_3-1753338252547.pngdeepikad1601339_4-1753338276793.png

In the 3rd step i am getting failure 

deepikad1601339_5-1753338360804.png

 

Thank you in advance.

 

 

 

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2 REPLIES 2

abirakundu23
Mega Sage

‎07-27-2025 11:17 PM

Hi @deepikad1601339 ,

There is some issue in Community for image uploading, not able to see images.
However after case creation through ATF,  is your case  opening correctly ?
Please ensure you have to use Set Variable values correctly, if any mandatory fields present in form fill it correctly.

Please mark helpful and correct answer if it's worthy for you. 

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deepikad1601339
Tera Contributor
In response to abirakundu23

‎07-28-2025 12:05 AM

My Bad let me re-upload the images , please find below

deepikad1601339_0-1753686078494.png

deepikad1601339_1-1753686147711.png

deepikad1601339_2-1753686187852.pngdeepikad1601339_3-1753686225688.png

 

deepikad1601339_4-1753686252345.png

 

 

In the 3rd step i am getting failure/error

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