Email Channel not creating Case when using Customer Service Framework

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1

Hi Team,

We started implementing Email Channel in an application. We expect a case to be created when a condition is matched. However, because we are using Customer Service Framework the case is not even getting created.

We also tried to by pass the Interaction “CPMInteraction” flow to directly go to the Driver, even then i do not see the case getting created. It just sits at the Driver and nothing happens.

What we expected is the channel not to even create the interaction but only the case

2

Hi @SatyaSDasika1,

Assuming that you are taking about the service case not getting created even if the condition in the behaviour section is met - Please check to see whether you have checked the “Straight through processing for case creation” check box in the suggested case section in your Email Channel.

Only if you check this the interaction case will be marked as Resolved-AutoReply and a service case will be automatically launched.

3

@Tanay Kumar Bal I enabled it, but still the Service Case is not getting Triggered.

4

@SatyaSDasika1 is the routing condition satisfied? Out of curiosity, what condition are you using.

5

@VikasRaidhan Hi Vikas and @Tanay Kumar Bal, Thank you for your help. We figured out the problem. An SR is still in progress though. When we created the case in 8.5 it did not generate the pyStartCase( Which is the new normal) but for some reason without this Channel did not create a case.

6

@SatyaSDasika1

Thats wierd! Can you please trace your email service and check to see if activity pyExecuteAction of class Embed-Triage-Action-CreateCase is getting executed and if yes also check if the step which calls pxCreateCase is getting executed or not. This is where the service case is generated.