Auto Assigning Rules for HR Service

Melissa3 · ‎03-08-2022

Hello,

Is there a way to create an assignment rule to assign a specific HR Service to a specific Group?

I created a rule in my DEV environment, ensured it was enable, and then submitted a test, but it did not assign to the group I intended it to.

Thanks!

Melissa

Sagar Agarwal · ‎03-08-2022

Hi Melissa,

You can create an Assignment rule to auto-assign a case of a specific HR service to a particular assignment group.

Do note, the assignment rule will be skipped if the case is already assigned to the assignment group.

So the case does check the HR Service template and all other places that case is not getting assigned to an assignment group before the assignment rule executes.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,

Sagar

View solution in original post

Sean Antle · ‎03-08-2022

Hi, Melissa,

If the Assignment group is the same each time a Name Change case is created, I would suggest following Tim's advice and using the HR case template to populate the Assignment group on the case. You shouldn't need an Assignment rule. You'll also need to apply the Skip Auto Case Assignment case option on the HR service configuration.