A recently created or updated Case or Lead Assignment Rule isn't setting the Owner on new or edited Case or Lead records that appear to perfectly match the rule's criteria or formula conditions, but ownership is not being assigned.
Step 1: Verify the Assignment Rule is Active In Salesforce Classic
In Lightning Experience
See the "Active" checkbox and edit the Assignment to make it active (just one can be active at a time)
Step 2: Review the Rule Criteria or Formula In Salesforce Classic
In Lightning Experience
Edit the different lines as needed, check logic, fields, values, etc.
Step 3: Apply the Rule in the Page LayoutIn addition to having the correct criteria or formula in an active Case or Lead Assignment Rule, you also need to apply those rules for actual use. This is done in your Case and Lead page layouts.
In Salesforce Classic
In Lightning Experience
Additional Notes:For more information, you can check this article: Assignment Rule is not firing when Case is created through Email-to-Case
IDEA Link: Trigger Case Assignment Rules When Using a Publisher Action
Customize Case Owner defaults- Support Settings.
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