Hi,
I have the following scenario:
- Case is automatically created, via the record creation rule, from an email from an unknown sender.
- A contact record is created for the unknown sender (but not an account). As the contact is not associated with an account, no entitlement is associated with the created Case, and therefore no SLA. The contact is populated into the Case's Customer field during the automatic case creation rule.
- I go into the contact, and associate it with an account that has an entitlement. I then update the case's customer field to lookup to this account, and update the contact field to lookup to the contact.
- I expected this account & its entitlements to then be picked up by the case, and for an SLA to be triggered on the case, however this is not happening.
- In System Settings -> Service -> Automatically apply entitlement, I have 'Select whether to automatically apply the default customer entitlement when a case is updated' set to Yes, so I would have thought that when the case is updated with the account details, that the entitlement & SLA associated with that account would be applied.
Is this a bug? Or an I doing something wrong?
Thanks.