Why aren’t some service requests being assigned to the Default queue?

Let's say you’re creating groovy scripts within Application Composer to perform validation checks, including user permission checks to determine who has access to update the fields in a service request (SR). Then you must ensure that you permit the internal user FUSION_APPS_CRM_ESS_APPID to update SRs.

The FUSION_APPS_CRM_ESS_APPID internal user performs operations on behalf of Omnichannel. If the internal user isn't given permission to update SRs from within the groovy script, then Omnichannel is unable to set the Default queue as the target queue. As a result, SRs aren’t assigned to the Default queue.