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Assignment rules with "assigned to" as candidates

edited Oct 7, 2026 1:40AM in Help Desk

Without using Groovy scripts, is it possible to create assignment rules that automatically assign a HR Help desk request to a specific agent within a queue?

We have a requirement to maintain larger functional queues for reporting purposes (for example, a Benefits Queue), while automatically assigning requests to individual agents based on employee attributes such as location(US, Canada) within a queue.

Example:

  • If Category is Benefits assign to Benefits Queue and if the primary contact is in Canada → assign to Agent 1
  • If Category is Benefits assign to Benefits Queue and if the primary contact is in US→ assign to Agent 2

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