Set a default assignment rule for an object so matching records are routed using the
selected assignment rule. You can create multiple assignment rules for an object, but only one
assignment rule can be active at a time for an object.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
From the App Launcher, go to Agentic IT Service Desk.
Switch to IT Services Assignment from the navigation menu.
On the IT Services Assignment page, click Activate Assignment
Rules.
Select Manage.
Select the object you want to associate the assignment rule for.
You can select from:
Incident
Problem
Change Request
Release
Service Request
From the Assignment Rule Name dropdown, select an assignment rule or
remove an existing assignment rule mapping.
When you select No assignment rule, records for the selected object are no longer routed
using a default assignment rule.
Select the assignment rule you created from the Assignment Rule Name
dropdown.
Save the changes.
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