How to override/remove specific Account routing in CSM to send Cases to Service Center?

anthonycata
Kilo Contributor

13 hours ago

Hi everyone,

I'm working with the CSM module and I have a specific scenario: Currently, when a Case is created via the CSM Portal for one specific Account, it is being automatically routed to a specific assignment group.

I want to remove this rule so that these cases (like all others) go directly to our Service Center (Service Desk) instead of this specific group.

I've already checked:

  • Assignment Rules (under Advanced Work Assignment)

  • Matching Rules

Where exactly should I look to find this link between a "Specific Account" and a "Specific Assignment Group" to disable it? Could it be an Assignment Lookup or a specific script in the Record Producer?

Thanks in advance!

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SumanthDosapati
Mega Sage

10 hours ago

@anthonycata 

Can you check from history if the assignment group is set during record creation or immediately after creation?

 

Regards,
Sumanth

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