To have SRs get assigned to agents directly irrespective of the login status of the agent

Hello Team,

In oracle fusion HR Help Desk, is it possible to have agents assigned to the SR automatically without them logging onto the system? I understand this is the current way how HR Help Desk works, and if we are to assign the agent directly upon creation of an SR it is to be done manually when the SRs are getting created from the agent side. But can it be done when the employee is creating the SR (not by the employee) when they raise SRs?

Regards

Rajaraman S