HR Assignment Group Not Appearing in Assignment Group Lookup in Agent Workspace

[SindhiaR]

Hello ,

I'm investigating an issue in HRSD where a specific HR group is not appearing in the Assignment Group lookup on an HR Case in Agent Workspace.

The group exists in the sys_user_group table and is Active = true. However, when an agent searches for the group from the Assignment Group lookup, the group is not returned, while other groups are visible and selectable.

Has anyone encountered a similar issue? What are the common reasons why a group would be excluded from the Assignment Group reference lookup in HRSD?

Any guidance on troubleshooting steps would be greatly appreciated.

Thank you!

[sachinvic]

@SindhiaR 

Hi Sindhia,

If the group is active in sys_user_group but is not appearing in the HR Case Assignment Group lookup, check the reference qualifier used by the Assignment Group field in Agent Workspace.

In HRSD, the lookup can apply additional conditions beyond active=true, such as HR criteria, group type, COE/service configuration, or user/group eligibility.

You can compare the reference qualifier and dictionary configuration of the working and non-working groups. Also check whether the group is configured as an eligible HR assignment group for the relevant COE/case type.

If the group passes those checks, enable debugging and inspect the reference query to see which condition is excluding it.