Why is the “Assigned To” field not populated automatically after queue assignment in Case Management

Summary:

Case “Assigned To” field not populated automatically after queue assignment in Case Management

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Hi, We are currently facing an issue with Case Management automatic assignment. Although the assignment rules are configured and the case is being assigned to the appropriate queue, the “Assigned To” field is not getting populated automatically. Our setup details are as follows: Queue distribution method is set to Automatic (Push) Resources are correctly added to the queue Agents are active and available Assignment rules are enabled and returning expected results However, upon case creation, the queue is assigned but the case is not automatically assigned to an agent. The “Assigned To” field remains blank