HR Case assigned to is not populating

[Sriraj V]

Hi Team,

When I raise a case, the assignment group populates correctly, but the 'Assigned to' field remains empty. We set the assignment group at the HR Service Template level. I believe the OOB matching rules are responsible for populating the 'Assigned to' field.
My case is related to payroll, and we have active matching rules that call the OOB script includes. The group has active users, yet the 'Assigned to' field is still empty. What could be the possible reason? Kindly help

[Shraddha Kadam]

Hello @Sriraj V ,

Please check the Case Options field within the HR Service. If "Skip auto assign" is currently selected, please remove it.

[Sriraj V]

Hi Shraddha @Shraddha Kadam , This we have verified already - "Skip auto assign" is not there for the hr service.

[Shraddha Kadam]

@Sriraj V ,

Can you show screenshot of the Maching rules? Also, instead of the matching rule, please try it by HR Assignment rules?

[Sriraj V]

@Shraddha Kadam , Here is the screenshot of the matching rule (OOB).

and even if i use HR Assignment rules, again we can map only the assignment group right? How we can populate assigned_to to the agents.