Question
Unable to create cases from Email IVA
We are unable to create cases from email channel. We have added create case action in the intelligent routing section based on topic detection. Although topic detection is working fine but the underlying case is not getting created. Email IVA seems to be working as expected in 8.1, this issue seems to be particular to 8.2.
Straight through processing chack box is checked for the case type. I am currently going through the tracer logs to see if the warnings can be rectified.
In pyExecuteAction activity of class Embed-Triage-Action-CreateCase, cases are created based on Param.EntitiesMismatch flag. Cases are created only if the Param.EntitiesMismatch flag is set to false. If the flag is true, CSQueueCreateCase is called(Queue Create Case for later CS Auto-Launch Task processing).
Param.EntitiesMismatch flag is set in CheckEntityMappings DT. Not sure about the configuration behind setting of the flag as "pyWorkPage.pyEntities" is blank in our scenario.
First thing, is Straight through processing for case creation checked. ?
If its checked, is there any errors in the log / tracer ?