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Fields on the Analyst Detail page help determine whether the analyst is eligible for auto assignment.
Analysts are eligible for auto assignment only if they are marked as available.
The Analyst Detail page provides an Available check box that enables auto assignment.
Consider allowing analysts to control their own auto assignment availability. You can monitor analyst availability by using stored queries.
Note: The Available check box is not considered during auto assignment of workflow tasks.
The Work Schedule field allows analysts to have tickets auto assigned only during their scheduled workshift. Analysts that have no work schedule assigned but are marked as available are eligible for auto assignment at any time provided there are no other constraints that result in an ineligible status.
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