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Auto assignment rules are assigning leads / cases to the wrong user / queue?

Knowledge Article Number 000005070
Description

Auto assignment rules are assigning leads / cases to the wrong user / queue?

Resolution

If your auto assignment rules are assigning records to the wrong user or queue, it is possible that there are extra commas that need to be removed. For example:

Lead: State | equals | ,CA,NY,FL,SC assign to user1
or
Lead: State | equals | CA,NY,FL,SC, assign to user 1

Notice in the examples above that there are commas before and after the string of values. These criteria examples will result in grabbing all records with ANY data populated in the state field and assign them to user1, thus ignoring all subsequent rules.

Once you remove any additional commas, run a test to see if the assignment rule is working correctly by following the directions below:

1. Open any lead/case record and click on "Edit".

2. Scroll down to the bottom of the page to the "Optional" section.

3. Place a check next to "Assign using active assignment rules".

4. Click "Save"

If your assignment rule is working correctly, it will then assign the case/lead to the appropriate user/queue.





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