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Incident audit - From Customised Process

Received Response
edited Feb 25, 2020 9:45PM in Agent Desktop 1 comment



I have a business rule. It says given a particular set of options being set, assign the incident to a specific queue.

When I check the logs I can see this business rule being triggered right at the end.

However the incident is not in the correct queue and there is an audit line referring to "From Customised Process" which I have never seen before. Any advice?

It also says in the audit that the queue was changed to another queue from the administrator but there's no rule to do this

Any help?


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