"Assigned to" not being filled for new lifecycle event cases

[EJ13]

Hi all,

I've been running into an issue with newly created lifecycle event cases. The assignment group is assigned correctly, but the "assigned to" field is left blank, despite the fact that there are multiple users in the group. I've never experienced this issue before. Does anyone know what might be causing it?

Thank you!

[michaelj_sherid]

@EJ13 If you are specifying the group in the Case template, I would remove this and test your AWA to assign to the group and the Individual.

If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.

Regards,

Mike

[EJ13]

@michaelj_sherid 

I am not specifying the group in the case template. The group is assigned via an assignment rule. The issue seems to be that the "Auto Assign" business rule on the HR case table is not picking up any candidates to assign the case to. The script just reaches the alert at the end that says "no agents meet the auto-assignment criteria". However, there are two people in the assignment group and both have the "HR" skill