Assigned to Auto-populating

[SandeepKSingh]

Hi Team,

When I create a HR Case the state will be draft and when I change the state to "In-Progress" the Assigned to is auto assigned. How it is happening?? 
I know for Assignemt Group we have assignment rule. Can anyone help here??

[Bhushan216 · Accepted solution]

Hello Sandeep,

The case is assigned as per the skills definition , for example to case will be assigned as it is defined in skills like Employee Career, HR System , Hiring / policy or the HR Matching rule.

Please explore "hr_AssignmentAPI" Script include for exact working.

Please mark Correct if it helps !

Thanks,

Bhushan 

[Ravi Gaurav · Accepted solution]

Hi @SandeepKSingh ,

You have to check "Maching Rule " as every COE's for a table has a Matching like the one shown below in image.

And they have OOB scrip include (hr_AssignmentAPI) and Under that they have utility which has the script to auto set .
Example :-

getAgentsForHrTaskBySkills: function(taskRecord) {

        //Verify recordGr is a gliderecord, and extends task

        if (!(taskRecord instanceof GlideRecord) || !taskRecord.canRead() || new GlideTableHierarchy(taskRecord.getRecordClassName()).getTables().indexOf('sn_hr_core_task') == -1)

            return [];

        var ids = this.getAgentsBySkillOrderLeastLoaded(taskRecord);

        // if the parent case is assigned, see if that person is in our list and pop them to the front if so

        if (!gs.nil(taskRecord.parent)) {

            var parentAgent = taskRecord.parent.assigned_to;

            ids = this._prioritizeAgent(parentAgent, ids);

        }

        return ids;

    },

[sejal1107]

1. Assignment Rule- Based on the applies to conditions (if condition matches) Assignment group(group) or assigned to(user) can be set

May be in your case condition is set as( HR Case state is In Progress) and user is set as your auto assigned user thats why when conditions satisfies Assigned to is auto assigned.

2. Matching Rules-  used for case routing. They identify cases that meet specific conditions and then route them to the appropriate agents.

• Criteria: Matching rules focus on matching specific attributes of the case (e.g., keywords, category, or location) to predefined conditions.

[Bhushan216 · Accepted solution]

Hello Sandeep,

The case is assigned as per the skills definition , for example to case will be assigned as it is defined in skills like Employee Career, HR System , Hiring / policy or the HR Matching rule.

Please explore "hr_AssignmentAPI" Script include for exact working.

Please mark Correct if it helps !

Thanks,

Bhushan 

[Najmuddin Mohd]

HI @SandeepKSingh ,

Can you check that the Assignment group is having only one user

or,

I would tell you to navigate to All > System Diagnostics > Script Tracer and Click Start Tracer.
Now, navigate to HR case and change the state to Assigned to.

You will be getting all the records the are running in the background and you will knowing which record was used to populate Assigned to.

It may Assignment rules, or Business rules or anything. Script tracer will help you.

If this information helps you, Kindly mark it as Helpful.

Regards,
Najmuddin.

[Ravi Gaurav · Accepted solution]

Hi @SandeepKSingh ,

You have to check "Maching Rule " as every COE's for a table has a Matching like the one shown below in image.

And they have OOB scrip include (hr_AssignmentAPI) and Under that they have utility which has the script to auto set .
Example :-

getAgentsForHrTaskBySkills: function(taskRecord) {

        //Verify recordGr is a gliderecord, and extends task

        if (!(taskRecord instanceof GlideRecord) || !taskRecord.canRead() || new GlideTableHierarchy(taskRecord.getRecordClassName()).getTables().indexOf('sn_hr_core_task') == -1)

            return [];

        var ids = this.getAgentsBySkillOrderLeastLoaded(taskRecord);

        // if the parent case is assigned, see if that person is in our list and pop them to the front if so

        if (!gs.nil(taskRecord.parent)) {

            var parentAgent = taskRecord.parent.assigned_to;

            ids = this._prioritizeAgent(parentAgent, ids);

        }

        return ids;

    },