Improvement Suggestion for Case Origin Logic in Quick Create Case Form

When creating a new case from an active conversation using the +New Case button, I am directed to the Quick Create Case form. In this form, certain fields such as the related Customer, Case Owner, Case Priority, and Case Origin are pre-populated with values derived from the active conversation. However, the Case Origin field is automatically set to "Web" regardless of the channel used for the conversation (e.g., live chat, voice call, SMS).

 If no default value is set in Entity Meta Data for Case Type Incident when getting data from Channel Integration Framework, the system assigns the value of 'caseorigincode' attribute as Web. This is set irrespective of channel type on the live work item. This requires manual, an unnecessary, adjustment by the agent every time a case is created from a conversation.

Suggested Solution:

A permanent and reliable solution would be to ensure that the Case Origin field dynamically reflects the channel type at the time of case creation, rather than defaulting to "Web." While the current workaround (e.g., using a post-operation plugin on the Retrieve or RetrieveMultiple messages to modify the returned entity) can address this issue, a built-in solution that automatically matches the Case Origin to the channel type would significantly improve the user experience and eliminate the need for custom development.

Benefit:

This improvement would ensure better consistency between the communication channel and the case metadata, reducing the need for manual adjustments and offering a more seamless case creation process.