How HR Cases are assigned to agent.

[Community Alums]

I need some information about how HR cases are assigned to agents, 

assignment is determined solely by the number of active cases the agent has, if cases in "Awaiting Acceptance" status are included in the agent's capacity, or what the criteria is.

if cases in "Awaiting Acceptance" status are included in the agent's capacity, How we can exclude this condition?

Please can anyone assist on this?

[Robbie]

Hi @Community Alums,

HR Case Assignment rules come into play. Check the following link which explains the baseline rules configured as well as where to look to see what/if anything has been configured in your instance.

https://docs.servicenow.com/bundle/xanadu-employee-service-management/page/product/human-resources/concept/c_UseAssignmentRules.html

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Thanks, Robbie

[Community Alums]

I have already check above given document.

if cases in "Awaiting Acceptance" status are included in the agent's capacity, How we can exclude this condition?