3652884 - Case determination rules in email channel settings not functioning as expected in sap service cloud version 2

Case determination rules in email channel settings are not triggering.

SAP Sales and Service Cloud Version 2

1. Log in to the system.
2. Navigate to the "Employees" section.
3. Assign an email address to an employee.
4. Go to "Channel settings".
5. Select a Channel.
6. Open "Case Type Determination Rules".
7. Assign the email address to the "Sender" column.
8. Save and activate the settings.
9. Send an email to the configured email address.

A default case type was set in the channel settings, which takes precedence over the case determination rules.

1. Navigate to the channel settings in the system.
2. Locate the default case type configuration.
3. Remove the default case type from the channel settings.
4. Save the changes and activate the updated configuration.

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