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Round Robin (All) Not Assigning Incident After Queue is Set

Received Response
edited Jun 8, 2022 10:32AM in Agent Desktop 3 comments


When creating an incident from the Customer Portal, a business rule fires to set the queue for the incident. The incident remains unassigned after the queue has been set.



I have a business rule that runs for all new incidents. The business rule assigns a queue to the incident. My expectation is that the incident would then be assigned to an agent. This is not the case, the incident remains unassigned. The business rule is working correctly in that it sets the queue after the incident is created. I have isolated the rule so that is the only rule running in a test instance and it still does not work.

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