Symantec Access Management

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Cases allocated to wrong queues

  • 1.  Cases allocated to wrong queues

    Posted Apr 05, 2018 09:23 AM


    We had an issue where a case triggered a specific matched rule but went to a different queue(i.e. queue of another rule). There is also a queue number(-256) which is unknown to us that populates randomly whenever  a case time out. Could this -256 queue number be the cause of cases going to the wrong queues or is this number assigned to a case by default when a case times out?