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Create Assignment Rules for IT Services from Templates
Create the assignment rules for incidents, problems, change requests, and service requests using the available templates. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Note Release assignment rules aren't available as template. Create release assignment rules by
building a custom assignment rule. See Create Custom Assignment Rules.
Create the queues you want to route records before you create assignment rules. You can either create queues manually or set up omnichannel routing to route queued incident records to available support reps.
- From the Salesforce Go page, go to the Features tab, search for and select Assignment Rules for IT Service.
- In the Configure Assignment Rules Using Expression Sets section, click Go to Business Rule Engine.
- On the IT Services Assignment page, click Create from Template.
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Select an assignment rule template based on the object whose records you want to
route.
For example, Incident Assignment Rule.
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In the Expression Set builder, review the preconfigured list groups and their routing
logic.
Each list group must include assignment criteria and an Assign to a Queue or Assign to a User element to evaluate conditions and route records.
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To modify the template logic, update the existing elements as needed:
- In assignment criteria, change the filter condition requirements (for example, All Conditions Are Met (AND), Any Condition Is Met (OR), or Custom Condition Logic Is Met).
- Update the resource, operator, or value fields.
- Click Add Condition to add more conditions.
- In the assign to a queue element, select a different queue to route matching records.
- To change the structure of a list group, use the element menu to duplicate an element or delete an element.
- To add new logic, click the + icon in the list group, and then add the elements you need (for example, Assignment Criteria, Assign to a Queue, or Assign to a User).
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Click Save As, and select one of these options:
New IT Services Assignment Creates a new assignment rules record and an initial version using the current expression set logic. Use this option to create a separate assignment rule instead of updating the existing one. New IT Services Assignment Version Creates a new version of an existing assignment rule using the current expression set logic. Use this option to update or extend routing logic while keeping the same assignment rule record. -
If you selected New IT Services Assignment:
- In Rank, enter a rank.
- To activate the version, select Active.
- Save the changes.
-
If you selected New IT Services Assignment Version:
- From IT Services Assignment, select an existing assignment rule.
- In Version Number, enter a version number.
- Save the changes.
- Set a default assignment rule.
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