We are trying to leverage the Reassign button on cases so that users can reassign cases to specific skills in Omni-Channel. However, any non-Sys Admin user tries to do this, we get the following error message: "The work item couldn’t be routed because the skills required for routing can’t be added to this work item." I've verified that the Default Routing Configuration for Reassign Action has been set. Has anyone run into this before? Any suggestions?
2 respostas
Posting this here in case it helps someone in the future - Support had us update the OWD on the Pending Service Routing object to Public Read/Write, which resolved the issue.
