Hi folks,
I would like to understand the difference (if any) between the "Skip auto-assign" Case Option that can be set on HR Service and the "Skip auto assign" field on HR Case (by default, this is not visible on the form).
If we want to avoid auto-assignment based on agent workload, we should go with "Skip auto-assign" Case Option?
It seems more logical to add this in HR Service because every Case under a particular service (when this option is added) will behave as expected, meaning the assigned_to person won't be filled in.
So, what is the purpose of the "Skip auto-assign" field on the form? Does it behave in the same way when set to true, but only for a particular HR Case? And under what scenario would we want to use this option, by setting "Skip auto assign" on the form?
Please provide your insights.
Thank you.
HR Service:
HR Case:
@miro2 I ran some tests on my developer instance and found that if Skip Auto Assign is added to an HR Service as a Case option then the value of Skip auto assign field is set to true whenever a case is created using that HR Service. The value for this field remain false if Skip Auto Assign option is not added as a case option.
Here in the above example, I initially kept the case options empty for Direct Deposit service in this case when the case was created for this service Skip auto assign was false.
However, when I added the case option Skip auto assign as an option on the same service, then the case created using this HR Service had the Skip auto assign field as true.
Utility, this field can be used to check if the case was auto assigned or not. As the HR Service case option may change over the time but the value on the case will remain as it is which may prove useful during auto case assignment auditing.
@miro2 I ran some tests on my developer instance and found that if Skip Auto Assign is added to an HR Service as a Case option then the value of Skip auto assign field is set to true whenever a case is created using that HR Service. The value for this field remain false if Skip Auto Assign option is not added as a case option.
Here in the above example, I initially kept the case options empty for Direct Deposit service in this case when the case was created for this service Skip auto assign was false.
However, when I added the case option Skip auto assign as an option on the same service, then the case created using this HR Service had the Skip auto assign field as true.
Utility, this field can be used to check if the case was auto assigned or not. As the HR Service case option may change over the time but the value on the case will remain as it is which may prove useful during auto case assignment auditing.
