You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Incident audit - From Customised Process

Received Response
16
Views
1
Comments
edited Feb 25, 2020 9:45PM in Agent Desktop 1 comment

Content

Hi,

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?

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!