HR Help Desk Requests created through inbound email not automatically assigned to a queue

Summary:

We are currently doing helpdesk migration from classic to Redwood. We are facing an issue with automatic queue assignment for HR Help Desk Requests created through inbound email.

When an employee sends an email to the configured HR Help Desk mailbox, the request is created successfully in Oracle Cloud. However, the newly created request is not automatically assigned to the expected queue.

The queue assignment rule is configured based on the employee’s Business Unit, with the expectation that requests matching the specified Business Unit are automatically routed to the corresponding queue.

The same assignment logic works for requests created through Self Service, but it is not being applied to requests created through inbound email.