Issue Auto Resolution (IAR) - Incident : Virtual agent gets assigned automatically even if was assigned to another agent. - Known Error

Issue Auto Resolution (IAR) - Incident : Virtual agent gets assigned automatically even if was assigned to another agent. Description The Virtual agent gets assigned automatically through IAR even if an incident was already assigned to an agent.

If the customer enables the OOTB shipped IAR configuration, the task configuration defined in it would assign the incident automatically to the Virtual agent if the channel is "Email" or "Self Service" even though it was already assigned to an agent.

The root cause is that the Assigned to field is not part of the conditions defined in the task configuration.

Steps to Reproduce

IAR - Incident : Virtual agent is get assigned automatically although it was assigned to other agent. ---- Steps : Setup IAR in the instance. Create an incident -> Select channel - Email/Self-service -> Assignment group - Hardware -> Assign to - Beth Anglin Save the incident. Expected : Assign to - Beth Anglin shouldn't change Actual : Assigned to is changed to Virtual agent.

Workaround This problem is currently under review and targeted to be fixed in a future release. Subscribe to this Known Error article to receive notifications when more information will be available.

Customers can perform the below steps to fix the issue.

Update the Auto-Resolution configuration:

Open the IAR config from /sys_cs_auto_resolution_configuration.do?sys_id=feda6b70072120109c3e59bf1ad30010

Add an empty check on assigned to field in the Task configuration tab so that IAR would not get applied if an incident is already assigned to an agent.