Issue in skill based routing AWA for incident tickets

[Yamini Athimuru]

Hi,

We have configured the Skill Based Routing to the Incident ticket where we have created three queues for based on the complexity field. Also we have assignment eligibility configured for the three queues. As well as we have auto assigning work item checked for auto assigning the tickets.

Complexity values are Low, Medium, High. This is a variable field on the record producer of incident form which is mapped to the complexity field on the incident record.

Based on the set up if a user submits the record producer on portal it will be creating a incident ticket. So by default the variable value of complexity field is given as "Low".

So whenever the incident ticket was created the ticket will be routing to the Level 1 Support where we have determined the skills, skill level and skill determination rule and mapped the users according to it.

If user changed the complexity to medium/high it should be routing to the level 2/level 3 support but it is not happening in our case. It was staying the same agent's queue but when we are checking the task_m2m_skill table it was showing the record was getting updated with the skill level and skill based on the complexity value.

If any one had done this type of set up your inputs would be helpful for us to implement a solution for this issue

Thanks & Regards,

Yamini

[HimajaM]

Please check "Update" and in filter conditions, add the field value "complexity" changes in the Business rule for skills determination.