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This documentation supports the 20.16.01 version of Remedyforce.

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Troubleshooting issues when configuring automated assignment of records

This topic provides troubleshooting tips for the issues that you might face when configuring automated assignment of records to queues and staff members. The issues are organized into the following categories:

Automated assignment of records to queues

The following table describes the issues that you might face when configuring automated assignment of records to queues and their resolutions.

IssueResolution
You have configured criteria for automated assignment of records to queues but it is not working.

Ensure that you have performed the following actions:

  1. Start the Assignment Automation process.
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Application Settings tile, and from the menu select Record Assignment.
    3. In the Assignment Automation section, click Start.
  2. Enable queue and user assignment.
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Application Settings tile, and from the menu select Record Assignment.
    3. Select the Enable Queue and User Assignment check box.
You have enabled queue and user assignment, configured the criteria, and started the Assignment Automation process. However, new records that meet the criteria are not automatically assigned to the configured queue.

Confirm that the queue is active by performing the following actions:

  1. Go to Remedyforce Administration > Manage Users > Manage Queue Availability.
  2. Ensure that the queue is listed under Active in Remedyforce forms.

For more information, see Managing queues availability and assignment.

You have configured the criteria for automated assignment of records to queues. However, the configured criteria has not been applied to the records that were created before you started the Assignment Automation process.

Only the records that are created after you start the Assignment Automation process are considered for automated assignment.

Although the Assignment Automation process is running, new records that meet the specified criteria are no longer automatically assigned to the configured queue.

Confirm that the queue has not been made inactive:

  1. Go to Remedyforce Administration > Manage Users > Manage Queue Availability.
  2. If the queue is listed under Inactive in Remedyforce forms, move the queue to Active in Remedyforce forms.

For more information, see Managing queues availability and assignment.

The Queue field is not overwritten in all records that meet the criteria for automated assignment.

Only records that meet one of the following conditions are considered for automated assignment to queues:

  • New record is created and the Queue field is not populated.
  • New record is created and the Queue field is populated but stores the default queue that is configured for Self Service, Ticket layout, or email.

Also, confirm that no workflow is designed to update the Queue field for records. Workflow rules take precedence over the automated assignment criteria that you configure.

For more information about workflows, see Configuring workflows.

You have configured automated assignment of records based on specific criteria to a queue. However, records that meet this criteria are not automatically assigned to the configured queue.

Confirm that no workflow is designed to update the Queue field for records.

Workflow rules take precedence over the automated assignment criteria that you configure.

For more information about workflows, see Configuring workflows.

Automated assignment of records to staff members

The following table describes the troubleshooting tips that you can use to resolve issues that you might face when configuring automated assignment of records to staff members.

IssueResolution
You want to configure the automated assignment of records to staff members but cannot see the Configure Staff Auto Assignment button on the Configure Assignment page.The Configure Staff Auto Assignment button is displayed only if you select the Enable Queue and User Assignment check box on the Record Assignment page (Remedyforce Administration > Application SettingsRecord Assignment).
You have selected a queue. However, no staff members belonging to the queue are displayed in the staff members list on the Configure Staff Auto Assignment page (Remedyforce Administration > Application SettingsRecord Assignment).

Confirm the following points:

Related topics

Configuring record assignment

Record assignment settings

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