HR Lifecycle Events Case Assigned to not populating

[mlamin]

Hello Community,

I have worked on an onboarding process. I have everything setup in my env where the Lifecycle events and the activities are ready to be executed, I have my record producer kicking off to initiate the process. When the process is kicked off, I am running into an issue where the Assignment group of the Lifecycle Event Case is auto populated with HR onboarding, but the assigned to field is not auto populating even though there are multiple users with the right skills and roles in the group. please let me know if you have encountered similar issues like this. 

Thanks

[michaelj_sherid · Accepted solution]

@mlamin I see the HR Case matching rule, but there is an OOtB LE Matching rule for Lifecycle event cases.

[michaelj_sherid]

@mlamin Yes, the assignment and matching rules specifically for LE Cases.

[mlamin]

@michaelj_sherid, Here are the assignment and matching rules. for Assignment rule it is the OOTB LE Case rule. for matching rule it is the OOTB HR Case by agent or skill rule.

[michaelj_sherid]

Hi @mlamin are other case types auto assigning to users?

[mlamin]

@michaelj_sherid For the matching rule I only have one that goes to the HR case by agent skills. for assignment rules, I have attached a picture of the others that I have. there is only one that points to Onboarding group. they all have the same rule (Assignment Group is empty) other that the group being different.

[michaelj_sherid · Accepted solution]

@mlamin I see the HR Case matching rule, but there is an OOtB LE Matching rule for Lifecycle event cases.