Enabling Agentic assignment processing in Infinity'26

AI
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1

Has anyone explored enabling agentic assignment processing in Infinity’26 ?

We have followed what is mentioned in the documentation here but unfortuantely we couldn’t have desired results.

Steps we followed:

  1. Enabled agentic assignment processing on an assignment in case type to route it to a specific user.
  2. Created a new channel and configuured an email account to send emails.
  3. Created an Email Listener to listen and process the email response.

Observed results:
1.An email is successfully sent to the user configured on the assignment and the email is visible on the case.
2. User responds to the email and the email listener processes it succesfully and the response is visible on the case.
3. The queue processor “pyRunAgenticAutomation” has executed succesfully
4. However, the case remains stuck in the same assignment and does not progress further.

Expected result:
The email response should result in the assignment being automatically submitted allowing the case to resume and proceed to next step.

Has anyone encountered a similar issue or identified any additional configuration that might be required for Agentic Assignment Processing to work as expected?

2

@YaswanthD , If all the required information has been provided, the assignment is expected to be completed. Otherwise, a follow-up email will be sent to the user requesting any missing information. Please raise an incident so that we can investigate further and help resolve the issue.

3

@YaswanthD can you check the PXCONV- object and see what’s going on in there? pyRunAgenticAutomation is executed when first email is outbound. You’ll need to trace the incoming email and see what’s going on. Start with tracing pyProcessEmail queue processor. All agentic processing happens in async QP thread so tracing email listener will not help. You’ll have to trace QP to see what’s going on when email is inbound.