Hello, I got a requirement where a MYS skill user is not getting cases assigned. Although MYS skill is also a part of Core skill which has other countries in it as well.
When core skill is assigned to that user as well along with Malaysia (MYS) then cases are getting assigned to that user when he is online.
Our requirement is even when he has MYS skill standalone or he has only Core skill standalone which has MYS inside core should be assigned to that user
Now the problem is when it's core he does get ticket but standalone Malaysia does not. I checked the skill determination rule but I think it does not work if same skill is used in 2 rules and it collides. Please help my brain is freezed now and I need to figure this out. Anyone can dm me as well and I could show you everything on zoom if needed to resolve this. Appreciate all the help!
