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Support Case automatic case issue assignment

edited Nov 16, 2021 1:51AM in Ask A Guru 8 comments

Hi There

I am trying to create a workflow that sets the case issue of a newly created case.

The case would be created through incoming emails. So far I am trying to create a workflow that sets the case issue based on a 'case when' formula that looks at the {incomingmessage} field and assigns the case issue if it finds certain words in the email string.

However, I am getting the following error messages:

This is the set field value action:

Does this need to be a scheduled workflow?

What would be the best way to set field values based on certain criteria for any new cases created via the email capture system?

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