HR case going to work in progress automatically

samadam
Kilo Sage

‎09-22-2024 01:53 PM

I have a HR service set to automatic assignment. It is supposed to be in ready started when created but automatically going to work in progress instead. I am not setting the state in template. Any idea how to resolve this?

0 Helpfuls
  • 835 Views
4 REPLIES 4

Akash4
Kilo Sage
Kilo Sage

‎09-22-2024 02:15 PM

Hi Sam,

This could be due to Assignment Rules which sets the state based on Assigned valued on form. If no assignment rule seems like a reason then try searching for relevant configuration from business rule or client script or a flow.

Happy learning!

Regards, Akash
If my response proves useful, please mark it "Accept as Solution" and "Helpful". This action benefits both the community and me.
0 Helpfuls

samadam
Kilo Sage
In response to Akash4

‎09-22-2024 03:04 PM

I don't have any assignment rules, Checked business rules and client scripts and don't see anything setting this. Is there any other setting that might be doing this?

0 Helpfuls

Mame Diarra
Kilo Guru
In response to samadam

‎09-22-2024 03:09 PM

what about flow/workflow related to that service ?

0 Helpfuls

David Aldridge
Giga Guru

‎09-22-2024 03:59 PM

@samadam you say you have the service set to automatic assignment. Is the case being assigned to an HR Agent when it is created? When it gets assigned, it will be assumed to be "Work in Progress".

0 Helpfuls