Help Desk Case Form > Case Rules and Territories are Bi-passed

Steps to Reproduce:

1. Customize the Helpdesk form in Customization > Forms > Entry Forms > Customize/Edit preferred Helpdesk Form:

• Enter NAME for the form: e.g. Custom Helpdesk form
• FORM IS PREFERRED = checked
• Roles tab > check Employee Center

2. Create Case Rule by navigating to Setup > Support > Case Rules > New > Help Desk:

• NAME = xx helpdesk rule
• CRITERIA = equal to 
• HELP DESK = checked
• Click Save

3. Create another Case Rule based on form being used by navigating to Setup > Support > Case Rules > New > Form Template:

• NAME = xx case form rule
• CRITERIA = any of 
• FORM TEMPLATE = Select the custom form that was created for this
• Click Save

4. Create a Case Territory by navigating to Setup > Support > Case Territories > New:

• NAME = helpdesk territory
• MATCH ALL RULES = checked
• Configure Rule Definitions tab > APPLY RULE: Select the rules created in Steps 2 and 3
• Support Assignment tab > SUPPORT REP = e.g. Employee AAA
• Click Save

5. Log in to Employee Center> click Help Desk > New > Case form opens.

 

Actual Result:

1. Assigned to field is not automatically populated with Support Rep Employee AAA

Note: Navigating back to the saved Case (without assigning a rep), the Support Rep field is not auto-assigned also.

 

Expected Result:

1. For the Assigned to field to be automatically populated following the Case Rules and Territories.

 

Alternate Solution: Edit the Custom Help Desk Form created in Step 1 > check the STORE FORM WITH RECORD box > Save.