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

Automatic assignment of SR to a resource based on channel

edited Jun 23, 2026 11:29PM in Fusion Service

Summary:

I am looking for advice on being able to assign a resource to an SR based on the inbound email channel.

Content (please ensure you mask any confidential information):

We have a small implementation and agent base with a few inbound email channels. I can create a queue for each channel, but the business requirement is a resource should be assigned to the SR based on the channel (1 resource per channel and queue). Is the only option to use Groovy to assign the agent instead of them having to manually find the new email SRs in the queue and manually assign?

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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