Create an assignment rule

Create a rule that assigns those cases that meet the matching rule criteria to a customer service agent.

Before you begin

Role required: admin


  1. Navigate to System Policy > Rules > Matching Rules.
  2. Open the desired matching rule.
  3. Click the Create assignment rule related link.
    This displays the Assignment Rule form associated with the selected matching rule.
  4. Fill in the fields on the Assignment Rule form.
    Table 1. Assignment rule form
    Field Description
    Name The descriptive name for the assignment rule.
    Active An indicator of whether the assignment rule is active. Only active assignment rules take effect.
    Applies to

    The table with the records that the assignment rule applies to.

    Note: The list shows only tables and database views that are in the same scope as the assignment rule. If you select a custom table that extends the task table, you must clear the instance cache by navigating to https://<instance_name> in order for the assignment rule to work.
    Conditions The conditions in which the assignment rule will apply.
    Assign to
    User The user which will be assigned the event.
    Group The group which will be assigned the event.
    Script A script to determine advanced assignment rule functionality. The current.variable_pool set of variables is available.
    Other fields
    Match conditions Choices are:
    • Any - Assignment Rule will apply if any of the conditions are met.
    • All - Assignment rule will apply if all of the conditions are met.
    Order A number to determine priority over conflicting assignment rules. If there are conflicting assignment rules, rules with lower Order values will take precedence over rules with higher Order values. If the Order values are all set to the same number the assignment rule with the first matching condition is run with precedence over the others. Only one assignment rule will run against a record, the first with a matching condition.
  5. Click Update.