Case automation troubleshooting

If an automation does not run as expected, verify these items and configuration constraints:

• The selected Case Template, Email Template, or Process Flow is active.
• The case Topic, Status, and if specified, Substatus exactly match the automation configuration.
• If an eligibility group is configured, ensure that the case meets all defined criteria and includes the correct records.
• Do not configure an automation that creates another case of the same topic upon Open status. This configuration causes infinite case creation.
• Avoid circular dependencies, such as Topic A creating Topic B, or Topic B creating Topic A.