Business Rule is not updating owner on incidents for specific location

Version 1

    Details

    Whenever an incident is created via email, the owner should be updated based on the location, but for some of the calls the owner is not being populated.

    All calls affected seem to be logged for a specific location'.
    The owner is then being set by business rule based on that location

     


    Resolution

    Value for location criteria in business rule was not capitalized, while the actual location was capitalized.
    After updating the location criteria in the business rule the rule started updating the owner again as expected.