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

[kalpanashar]

There are a few common reasons why the 'Assigned to' field might not populate even when the assignment group is correctly set in an HR case

• Matching Rules vs Assignment Rules Matching rules are typically used for identifying duplicate records, not assigning users. For assigning the 'Assigned to' field, you should use HR Assignment Rules instead.

• Case Options Configuration Check the HR Service’s Case Options. If “Skip auto assign” is enabled, it will prevent automatic population of the 'Assigned to' field—even if matching rules are active.

• Script Include Execution If you're relying on OOB script includes, verify that they’re executing correctly and returning a valid user. You can debug the script include or add logging to confirm it's working as expected.

• Group Membership and Availability Ensure that the assignment group has active users with the correct roles and availability. If no eligible user is found, the field may remain blank.

• Field Visibility or UI Issues Sometimes the field appears empty due to form layout or display settings. Check if the value is actually being set but not shown due to UI configuration.

You might also consider switching from matching rules to HR Assignment Rules, which are designed specifically to populate both assignment group and assigned user fields based on conditions.

[Sriraj V]

@kalpanashar - We are setting the assignment group correctly.

1. I believe matching rules are used to assign the case to the right agents. Assignment rule is used to route the case to the group. In my case, we are setting the assignment group at HR Case template level - its working fine. Only issue assigned to is not getting populated (round-robin).
2. Skip auto assign is not enabled.

3. Logs didn't generate as expected - I will analyze it.

4. Group has active users with required roles.

5. I have verified the xml record, assigned to is empty only.

[Sriraj V]

I just found one thing, HR Service is mapped to the Record Producer. When I submit a record producer from esc portal, case is getting created and assigned_to is getting populated. But if i raise a case just by selecting HR Service (via create new case) in the agent workspace, case is getting created and assigned_to is getting empty.

Why does the case created through a record producer have the Assigned To field populated, while manually created cases do not?

[Shraddha Kadam]

@Sriraj V ,

1. First, check the Script associated with the Record Producer.
2. Next, verify if any variables are mapped to the assigned_to field.
3. Ensure a Template is attached to the RP.