Set a default assignment rule for an object so matching records are routed using the
selected assignment rule. You can create multiple assignment rules for an object, but only one
assignment rule can be active at a time for an object.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
From the App Launcher, go to Agentic IT Service Desk.
Switch to IT Services Assignment from the navigation menu.
On the IT Services Assignment page, click Activate Assignment
Rules.
Select Manage.
Select the object you want to associate the assignment rule for.
You can select from:
Incident
Problem
Change Request
Release
Service Request
From the Assignment Rule Name dropdown, select an assignment rule or
remove an existing assignment rule mapping.
When you select No assignment rule, records for the selected object are no longer routed
using a default assignment rule.
Select the assignment rule you created from the Assignment Rule Name
dropdown.
Save the changes.
Did this article solve your issue?
Let us know so we can improve!
Loading
Salesforce Help | Article
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
