What happens if a request is reopened?
Here's what happens when a service request (SR) is reopened:
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If the reopened SR is already associated with an agent, then the SR is reassigned to the same agent.
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If the reopened SR isn't assigned to any agent, and Omnichannel is enabled, then the SR is assigned to a queue based on the associated assignment rules.
If the queue is automatic, then the SR is assigned to an associated agent. SRs are assigned based on the set channel capacity for an agent. Only if an SR is in the New, In Progress, or other statuses specified in the Qualifying Status Values column in the Manage Capacities page in Setup and Maintenance, it counts for capacity. If the SR isn't in one of these statuses, it doesn't count for capacity, and the SR isn't assigned to the agent. For more information about capacity, see "Set Channel Capacity".
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If the status of an SR changes, then it counts for capacity for the agent to whom it's assigned. For example, when the SR status changes from Waiting for Customer to In Progress.
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If the SR isn't assigned to an agent, the routing service starts looking for an agent.