HR cases are still getting auto assign to agent while that user does not have any skill

[Rekha Tiwari]

Hi All,

We have setup auto assign  HR cases based on Skills. This is working this way: 

If HR Case has any associated skills and Any member from that HR Case Assignment group is having that skill then that agent from that group will auto assign to the HR Case.

But the thing thing is - system is having rpa accounts which they are using when dealt with Chat bot. so any account whose email id starts with rpa should not auto assign as an agent to any case.

I suggested to remove any skills from those user's account. After removing skills , still rpa account agent is auto assigned to case while neither HR case  nor that assigned user is having any skills.

Any suggestion why it is auto assigning to agent? Please give your thoughts to get this issue done.

Thanks,

[Rob Sestito]

Hello,

Aside from assignment rules/matching rules/business rules, are there any Templates attached to the hr service(s) configuration?

If so, maybe that is overriding everything else when it comes to being auto-assigned since the hr template is directly connected to the hr service.

Just a thought to add to the many already listed out.

Let us know if you have exhausted all of these options mentioned.

That way we can try and dig deeper into the problem.

Cheers,

-Rob