HR Cases not routing/ few are routing but could not find any specific assignment rules.

Vijay A
Tera Contributor

3 weeks ago

Hr cases are not assigning automatically and few are routing automatically though I could not find any of the assignment rules for cases assigned as well. This is a record producer for alumni center and no assignment group setup in the producer as well.

Have checked business rules, flows, HR templates but could not find how these cases are being assigned.

Can someone help if any specific way this could be done.

Thanks in advance

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pr8172510
Mega Guru

3 weeks ago

Hi Vijay,

This is a common scenario in HRSD — assignments are often happening through multiple layers, not just standard assignment rules, which is why it’s hard to trace.

What’s likely happening

HR Case assignment can come from several places, even if nothing is set on the record producer:

  • HR Service configuration
  • HR Assignment Rules (different from ITSM)
  • Flows / Playbooks
  • Case templates
  • COE (Center of Excellence) setup

That’s why some cases are getting assigned and others are not.

Things to check (in order)

1. HR Service configuration (most common)

Check the HR Service used by the record producer:

  • Go to HR Administration → Services
  • Open the service linked to the producer

Look for:

  • Assignment group
  • COE
  • Any routing configuration

 This is the most common source of assignment in HRSD

2. COE (Center of Excellence)

Check:

  • HR Administration → COEs

COE can define:

  • Default assignment group
  • Routing logic

3. HR Assignment Rules

These are separate from ITSM rules:

  • Table: sn_hr_core_assignment_rule

Check if any rule is:

  • Active
  • Matching certain conditions (which could explain “few are routing”)

4. Flow Designer / Playbooks

Check for flows triggered on:

  • HR Case creation

Look for:

  • Assignment steps
  • Conditions (may only match some records)

5. Case template

If a template is applied:

  • It may set assignment group automatically

6. Business Rules (less obvious ones)

You already checked BRs, but specifically look for:

  • Script includes called inside BRs
  • Generic “setAssignment” logic

Why only some cases are assigned

Usually due to:

  • Conditional logic in Flow or Assignment Rule
  • Different HR Services / categories being used
  • Missing data on some records (so rules don’t trigger)
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