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Incident created in RightNow but not they are not being assigned

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edited Oct 5, 2020 3:25PM in Agent Desktop 6 comments

Summary

Incident created in RightNow but not they are not being assigned to specific users

Content

Hi All,

Our team made the integration between ERP,prism and RightNow like when a cheque is bounced incidents will be created in RightNow. I have created a round robin all queue and used in business rule to assign the queues. Also the specific queue is attached to the profile and the profile is attached to the corresponding users. The queues are assigned but  incident is not assigned to the user.

 

I have also checked the rule logs and incident report , it is clear the business rule have been hit.and queues are assigned but not incident is not assigned to the user.

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