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]

@Sriraj V ,

Not sure but add this line of code to the HR Assignment rule script and see if that is working 

[Shraddha Kadam]

@Sriraj V ,

Did my answer resolve your question?

[Sriraj V]

@Shraddha Kadam -  I tried creating a new assignment rule , It didn't worked.

[Ankur Bawiskar]

@Sriraj V 

check that script include and debug

Also check the Case options mentioned by @Shraddha Kadam 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Sriraj V]

@Ankur Bawiskar - I kept logs in the OOB script include, it didn't triggered - even I kept logs in the matching rule advanced condition where it calls SI, that also didn't get triggered. I will analyze it further and update you.