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Incidents auto-assigning when they should not

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edited Sep 25, 2020 4:55PM in Agent Desktop 2 comments

Summary

Even though one of our workspace rule's 'THEN' functions is to set the queue to no value, the incidents are being automatically assigned to other agents.

Content

Our staff sometimes need to route incidents to management or to other departments.

We have dispositions set up, the selection of which trigger workspace rules that will not only changed the value of the 'assigned' field to the appropriate group, but will also set the queue field to 'no value'. We have the rule set the queue to 'no value' because it appears that as long as an incident is not assigned to a specific user, and in a queue to which a profile has access permission, that incident will get assigned to an agent who clicks the 'Fill Inbox' button (or when the Round Robin utility runs).

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