Auto Assign - HR Case Count

Terence Riley · ‎09-25-2023

Currently, when an HR case is auto-assigned to one of our agents, it counts all active cases, including cases in the Awaiting Acceptance state. We would like to remove Awaiting Acceptance from the case count. What would be the best way to accomplish this?

Misgana D Dauro · ‎09-26-2023

@Terence Riley

How about adding a line after the 240th line that checks for the case state, something like count.addQuery('state', '!=', 'state_value');

you could also try count.addEncodedQuery("state!=state_value");

*state_value for the Awaiting Acceptance

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

Kind regards

Misgana D.

View solution in original post

Bert_c1 · ‎09-25-2023

Here's some guidance if you want repost what you're looking for.

10-tips-for-writing-a-quality-community-question

What is auto-assigning HR cases? that info alone may be enough to get assistance from this Community.

Bert_c1 · ‎09-25-2023

Hi,

I do see an OOB business rule named "Auto Assign", and a script include named "MatchingRuleProcessor". And in those, it is not clear to me how you would change any behavior. Maybe you need to create a Support Case if OOB behavior is not what you expect.

AndersBGS · ‎09-25-2023

Hi @Terence Riley ,

Where do you see the case count? Workspace, dashboard, report etc.?

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

best regards

Anders

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

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Terence Riley · ‎09-26-2023

In the Assignment script include "hr_AssignmentUtil". See line 240 in the image below. It is counting Active cases. How can we exclude cases in the Awaiting Acceptance state even though they are active?