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Automated assignment of records to staff members is supported only if you enable shared ownership of records (queue and user assignment feature).
i still have this issue and i dont see any option to turn on shared ownership, and all documentation i have read says it shared ownership turns on when you enable the queue and user assignment.
please let me know if there is somewhere else i need to turn this on
Hi Gary Jackson
Have you gone through the documentation? Configuring automated assignment of records to staff members - Documentation for BMC Helix Remedyforce 20.20.01 - BMC Do…
If I am not wrong staff assignment is working when incident gets created however for updated incidents its not working?
Also check whether business hours are correctly set for the user or try removing Business hours if set for the user.