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Incidents getting assigned to people who are not logged in
Answer ID 2321   |   Last Review Date 12/18/2018

Why do incidents get assigned to people who aren't logged in?

Environment:

Round Robin Queues, Incident routing

Issue:

I am testing some rules, and when I submit test incidents, they are often routed to people who are not logged into the system.  However, incident get assigned to people who aren't logged in.

Resolution:

Incidents can be routed directly to staff members, even if those staff members are not currently logged in to the administrative side of Oracle Service Cloud.

Rules routing directly to staff member: You can configure rules to automatically assign incidents to specific staff members when certain criteria are met. Review your incident rules to determine if incidents are being routed directly to specific staff members.

It is not possible to configure the rule to only apply if the staff member is logged in.

Round-robin assignment:

Incidents may be assigned to staff based on round-robin assignments configured in your application. Incidents assigned via round-robin do not take into account whether the staff member is logged in or not.

Round-robin (All)

  • You can use rules to assign incidents to queues. If the queue type is configured so that the Round Robin (All) is selected, incidents are automatically assigned to staff members whose profile includes the queue, regardless of whether the staff member is logged in to the system or not. All enabled staff whose profile includes the queue will be assigned incidents in a round-robin fashion.
     

Round-robin (Logged In):

  • You can use rules to assign incidents to queues. If the queue type is configured so that the Round Robin (Logged In) is selected, incidents are automatically assigned to staff members whose profile includes the queue, only when the staff member is logged in to the system. All enabled staff whose profile includes the queue will be assigned incidents in a round-robin fashion.

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