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Former Member
Apr 28, 2010 at 04:08 PM

Case Routing on case category is getting fail

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Hi Experts,

We are trying to route a case based on case category, for that we have created rule policy and assigned in service manager profile but it is not working as expected and showing as "no rule found for automatic routing".

When we debug come to know that the system is picking the value from reference category field and not from the Category (Which is filled while creating case), hence it is faling.

Can some one help me on what is reference category and where exactly we maintain this field with detailed steps.

Points will be added.

Thanks in advance.

Regards,

Babu