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;

    },

[Sandeep Rajput · Accepted solution]

@SandeepKSingh There are following possibilities in this case.

1. Business rule: Please check if there is any business rule which is triggering when the state changes to in-progress.

2. Assignment rule is out of equation if the Assignment group is already populated

3. Please check if there is any flow/workflow attached with your HR Case which auto assign the ticket to an individual

4. Matching rules is also one possibility which specifically checks if the Assignment group is not empty and assigned to is empty.

Here is an example.

Hope this helps.