Based on everything I'm reading, Cases should not automatically be added to queues unless they are system generated and routing rules are in use, or because of a workflow. I have determined from testing that if the CRM User record contains a Default Queue value, the case is automatically added to the Queue. If the Default Queue field is blank, the case is not added which means that there is not a workflow or plugin responsible for adding the case to the queue.
Can someone explain this to me or point me to some documentation that explains this as everything I have found so far suggests that this should not be happening. I have not set up any routing rules within the system.
This is creating me an issue because it is causing a real-time workflow I created to fail as soon as the case is created although the work flow is supposed to trigger on creation of the queue item. It took several hours to figure out and prove that it is the default queue within the user that was causing the case to automatically be put into my default queue. Before I go remove the default queue from all of the users, I wanted to better understand why this was happening.
