I have created three skills and assigned them to different users. My requirement is that when a user selects a country variable in the catalog item, the ticket should be assigned to the appropriate user based on their skill.
For example:
I have set up the skills and configured skill determination rules. In the skill determination rule, I am checking dot-walking on sc_req_items to ensure that the variable country is China.
Additionally, I have created a group and added both users to it. I also created a queue and assigned this group as eligible for ticket assignment.
However, when a request is raised, tickets are being assigned to the group but not distributed according to user skills.
Could you please advise if I am missing any configuration or whether this setup is achievable?
