I understand that Cortney S wants to solve the immediate issue but this seems like a bug that should be fixed: a status Assigned should only ever mean that the case has an assignee. Have you logged to case to flag this as a defect?

Happy to help!  I still have an internal question to our experts. If I get another answer I will definitely LYK!

It is odd! It may require a support ticket.  😔

Here's another way you might be able to achieve your results:

1. Check for "is not" a queue. In some cases, you can set a condition like Assignee is not and then select a specific work queue or agent group that the case should be in. If the case is not assigned to one of these queues, the rule can proceed.
2. Use a proxy field. If your organization uses a custom field that is always populated when a case is assigned, you can create a rule to check if that custom field is empty.
3. Create a "Unassigned Cases" rule. If your automation is meant to catch unassigned cases, you can create a rule that catches all incoming cases and then has a No branch for the condition Case Assignee is [something]. Any cases that go down the No branch would be unassigned and trigger your desired action. 

Thanks for the details Cortney!  Let me run this past one of our experts!

Hi Cortney!  Your logic is on point: look for the Assigned queue, and if the Assignee field is blank, then do something about it. The one thing is that in Sprinklr, for a lot of field types, you can check if something’s empty just by leaving the value field blank. Sprinklr treats that as a check for null!  Here's a breakdown of the steps:

1. Navigate to the Rule Engine: Go to Platform Setup > Manage Rules.
2. Create a New Rule: In the top-right corner, click Create New Rule.
3. Configure the basics:
   • Give the rule a clear name, such as "Assignee Correction Rule."
   • Set the Context to "Queue" since you want this to apply to messages in a specific queue.
   • Select an appropriate Rule Execution Batch (e.g., "Once per minute") and check the "Active" box.
4. Set up the trigger:
   • Go to the "Manage Triggers" option within the rule.
   • Create a trigger that runs on new messages in your Assigned queue.
5. Build the conditions:
   • Add your first condition:
     • Condition Applies to: "The properties of the Case attached to the message"

     • Condition: "Current Queue" is equal to [Your Assigned Queue Name]

   • Add your second, nested condition to check for the empty assignee:

     • Condition Applies to: "The properties of the Case attached to the message"

     • Condition: "Assignee" is equal to [leave the value field blank]

     • Explanation: For the "Assignee" field, simply leaving the value blank is the correct way to check if it has no value. When you save the rule, Sprinklr will interpret this as checking for a null or empty field.
6. Add the action:
   • Attach a "Yes" branch to your second condition.
   • Click to Add Action.
   • Action Applies to: "Change properties of Case attached to the message"
   • Action:
     • Select the "Assignee" field.
     • Choose the "Copy property from another field" operator.
     • In the source field, select your custom field Last Engaged.
   • This action will copy the value from the "Last Engaged" field into the "Assignee" field.
7. Save and activate:
   • Review your rule to make sure the logic is correct.
   • Click Save and then ensure the rule is active.