3357269 - How To Create Cases with Different Case Types via Email Channels

You would like to understand how to define specific conditions for an email channel, so that a different type of case is created besides the Case Type already assigned to the email channel.

SAP Service Cloud Version 2.

Initially, considering you email channel has a default Case Type assigned, you can follow the steps below to define specific conditions that, when fulfilled, will create cases with different types:

1. Click on the User Menu.
2. Click Settings.
3. Navigate to All Settings.
4. Click Channels, under Emails.
5. Select your email channel.
6. See that a default Case Type is assigned.
7. Click Edit.
8. Under Case Type Determination Rules, click Edit.

At this point, it will be possible to define specific conditions such as Subject, Priority and, based on such conditions when an email comes in, if they are satisfied a Case Type other than the default of the channel will be assigned to the case created.

Once the rules are defined and activated, you can set the Case Type Determination From Business Rules as On and save the changes.

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