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Are Support Case Assignment Rules useful if you need to constantly reapply them?
Hi,
Our customers are NOT a reliable source of the "Item" or "Product" information. However, our Support assignments DEPEND on which "Item" or "Product" the Case truly relates to. Therefore, we need to have at least one Support person manually read and judge/classify the TRUE "Item" or "Product" that a Case belongs to before we can assign an Employee.
My plan is to do the Employee assignment all programmatically, using User Events (after the Item has been manually set) and putting all the logic there because we are talking about EVERY new Case needing to be reclassified/processed for Assignee on an ongoing basis. This is NOT something that can be done through a "Mass Update" or at the time of Case creation (just a business fact).