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HR Help Desk, Service request assign to an agent in the queue but the agent is the Respondent — Cloud Customer Connect
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HR Help Desk, Service request assign to an agent in the queue but the agent is the Respondent

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Summary:

Our client is using HRHD for complaints of discrimination and civility. If an employee raises an SR and the person they are raising a concern is part of the queue agents, they don't want this SR to be assigned to the respondent. Such SR needs to be assigned to a different agent.

Content (required):

We do not have access to case management newer functionality, as our client is FED REP and doesn't have Redwood. Is there anything we can do with assignment rules that can solve this?

Version (include the version you are using, if applicable):

23C

Code Snippet (add any code snippets that support your topic, if applicable):

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