Hello Team,
I need urgent help with configuring Advanced Work Assignment.
I want to auto-assign major incident tickets based on skills. I have already created a service channel, queue, assignment rule, and skills. However, when creating a major incident, it is being routed to the out-of-the-box (OOTB) incident queue instead of the custom queue I created.
To troubleshoot, I deactivated the OOTB queue and tested the setup. During this test, the routing worked as expected, and the major incident was assigned to the correct custom queue. However, I do not want to deactivate the OOTB queue permanently. My goal is to keep the OOTB queue active while ensuring that major incidents are routed to the custom queue I created based on skills.
Please find below screen shots for the refrence.
