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Imported Support Cases Assigned to a Former Employee

edited Dec 3, 2019 12:36PM in Account Administration 3 comments

We regularly import support cases (they are originally generated from a web form) using XML.  For some strange reason, they are automatically assigned to a former employee.  There is nothing in the import that specifies this person as the rep to get the assignment.

So far, we have (a) removed him from all Case territories, (b) unflagged him as a support rep, and (c) made his employee record inactive.  Still, each import produces a batch of new cases assigned to him.

Is there some route other than case rules/case territories through which cases are assigned?  If anyone can solve this mystery, I'd be very grateful.

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