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HR Helpdesk tickets not being auto-assigned to agents and queues

edited Aug 4, 2025 8:21AM in Help Desk 1 comment

Summary:

We are using classic HR Helpdesk. From past few weeks, our Helpdesk tickets are not being auto assigned to agents even though the agents are available and have capacity. Sometimes the tickets are not even assigned to any queues, not even the default queue. The issue is intermittent as some of the tickets are routing fine.

This started after the 25B release was applied in Prod.

Looking to understand if other organizations ever faced this issue and how it was fixed. Thank you.

Version (include the version you are using, if applicable):

25B


Code Snippet (add any code snippets that support your topic, if applicable):

Tagged:

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