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Can I set the "Assign using active assignment rules" checkbox to true only on Case or Lead record creation

Knowledge Article Number 000205662
Description I want to set the "Assign using active assignment rules" checkbox to true only on Cases or Leads on record creation.  This way, active assignment rules will not run again after a record is saved, and then edited.
Resolution In order to achieve this functionality, you will need to set up an additional record type, page layout, and workflow rule per case/lead creation process. By following the below steps, every time a user creates a case/lead when a specific record type is selected, the "Assign using active assignment rules" will be enabled by default on the case/lead creation page. As soon as that user saves the case/lead record, the workflow rule will trigger and that record will be assigned to the new record type and page layout where the "Assign using active assignment rules" checkbox is disabled. This way, if the user edits that record again, it will not trigger the assignment rule and stay assigned to the current record owner.

1. Create a new case/lead page layout based on your existing page layout.
  1. First, open your existing case/lead page layout and click the "Layout Properties" button on the palette and enable the "Show on edit page" and "Select by default" Case Assignment Check-box and click OK, then click Save.
  2. Create a new page layout and at the "Create New Page Layout" screen, select your existing page layout and specify the assignment rule checkbox differentiation. (For example, you may have a "Technical" page layout.  Select this in the Existing Page Layout picklist and name the new layout "Technical - active assignment disabled")
  3. Click the "Layout Properties" button on the palette and disable the "Show on edit page" and "Select by default" Case Assignment Check-box and click OK, then click Save.

2. Create a new case/lead record type based on your existing record type.
  1. At the "Create New Record Type" screen, select your existing record type and specify the assignment rule checkbox differentiation.  (For example, you may have a "Technical" record type.  Select this in the Existing Record Type picklist and name the new layout "Technical - active assignment disabled")
  2. Select the Support Process, set it to active, and do not assign this new record type to any Profiles. Click Next.
  3. At the "Assign page layouts" screen, choose to apply the page layout we created in step 1 to all Profiles. Click Save.

3. Create a workflow rule that changes the new case/lead record type to your normal record type after a new case/lead is created.
  1. Setup the workflow on the Case or Lead object.
  2. Set the evaluation criteria to "created".
  3. Set the rule criteria to Case: Case Record Type (or Lead if this is for Lead assignment rules), equals the original record type (in our example, we would equal it to "Technical")
  4. Create a workflow action of type Field Update on the Case/Lead Record Type field that will update it to the standard record type (in our example, we would have it update to "Technical - active assignment disabled")
  5. Activate the Workflow.

4. Test and confirm that when a user creates a new case/lead, the "Assign using active assignment rules" checkbox is set to true. Save the case/lead. Click Edit on the test case and confirm that the "Assign using active assignment rules" checkbox is set to false.

See Also:
Creating Page Layouts
Creating Record Types
Creating Workflow Rules




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