Customer complains that Auto assignment is not working appropriately and the calls are getting assigned to many users in a round robin manner, even though they have not made themseleves available within SapphireIMS. Any confguration issue in AFE rule?

Service Desk State Machine and Workflow
1

Customer would not have selected the option ‘Availability of Technician’ as ‘Yes’. If this option is selected, the auto assignment will happen based on the users signed-in to the SapphireIMS system using the ‘Sign-In’ option. Do not get confused with portal sign-in / log-in. In this scenario, once the user logins to the portal by entering his credentials, he has to explicitly click on ‘Sign-In’ so that the system is made aware that the technician is available.