What happens if an open request is disassociated from the current queue?

If an open help desk request is disassociated from the current queue, then the routing feature assigns the request to a new queue, provided the following conditions are true:

• Omnichannel is enabled.

• The Assigned To value of the help desk request is empty.

The help desk request is subsequently assigned to an associated agent if the queue is automatic and any assignment rules are rerun. If the disassociated request is in a New status or any other active status specified in the Manage Capacities page, then the agent capacity is calculated before assigning the request to an agent.

Note:

If you disassociate a help desk request from the current queue, then you must clear the Assigned To value to ensure that rerouting takes place.