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            Set a Default Assignment Rule for IT Services

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            Set a Default Assignment Rule for IT Services

            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.
            1. From the App Launcher, go to Agentic IT Service Desk.
            2. Switch to IT Services Assignment from the navigation menu.
            3. On the IT Services Assignment page, click Activate Assignment Rules.
            4. Select Manage.
            5. Select the object you want to associate the assignment rule for.
              You can select from:
              • Incident
              • Problem
              • Change Request
              • Release
              • Service Request
            6. 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.

            7. Select the assignment rule you created from the Assignment Rule Name dropdown.
            8. Save the changes.
             
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