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Automatically Assign Incoming E-mail Incidents — Cloud Customer Connect
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Automatically Assign Incoming E-mail Incidents

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edited Jul 26, 2019 2:36PM in Agent Desktop 17 comments

Summary

Auto assign incidents to users/agents round robin style

Content

Hi Experts,

I am working on E-mail Incident Management.

My scenario is every time there is an incident created thru e-mail it doesn't have any assigned user/agent. Is it possible to assign it automatically and round robin style so that it is fair for everyone? I know there is this check box under profiles -> Permissions -> Service -> Queues but I am not aware how that works or is this possible only thru business rules?

Thanks,
Jepee

Version

18D
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