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Trigger CPM on Incident Queue Auto-Assignment

Accepted answer
edited Jun 8, 2022 10:30AM in Agent Desktop 5 comments


Trigger CPM on Incident Round-Robin Queue Auto-Assignment



When auto-assignment is set up and incident gets assigned automatically, the Business Rules or CPM are not getting triggered. We would want to do some tasks based on the incident assignee change. So trying to write a rule like 'If Assigned modified this edit, do this'.

And on Incident Create/Update CPM, unable to fetch the the auto-assigned Account value. The Account value is still NULL when the CPM runs on incident create or Acocunt value still fetches the previous value when the CPM runs on incident update.

So wanted to know, Can we trigger either Business Rule or CPM when incident is auto-assigned? 

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