CASE PM-48327-19-201432:

Previously, when creating a case that was assigned a system reserved value in the record type (Microsoft Teams, WhatsApp, etc.) and when changing the case service, the value of the record type was deleted and it was not possible to return to the previous record.

An adjustment is made in the Specialist Console (ASMSSpecialist); Now when changing the service of the case, the Record Type field is maintained.