Auto-assignment Rules Assign Leads and Cases to the Wrong User or Queue

If auto-assignment rules are assigning records to the wrong user or queue, it’s possible that there are extra commas that must 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 previous examples that there’s a comma before and after the string of values. Values before and after the comma symbols are considered as any value and will be assigned to user 1. These criteria examples result in grabbing all records with ANY data populated in the state field and assign them to user1, thus ignoring all subsequent rules.

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 or Case record and click Edit.
2. Scroll down to the bottom of the page to the 'Optional' section.
3. Select Assign using active assignment rules.
4. Click Save.

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