Create an assignment rule for case routing

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

Before you begin

Role required: admin

Procedure

  1. Open the desired matching rule.
  2. Click the Create assignment rule related link.
    You can also create an assignment rule by navigating to Routing and Assignment > Assignment Rule and clicking New.
  3. Fill in the fields on the Assignment Rule form.
    Table 1. Assignment Rule form
    Field Description
    Name The name of the assignment rule.
    Application The name of the application to which this assignment rule belongs. The default application is Global.
    Order The order in which this assignment rule is executed. Similar to business rules, assignment rules are processed based on execution order, from the lowest to the highest.
    Active Enable this check box to activate the matching rule. Only active assignment rules take effect.
    Applies To
    Table The table that stores the task for which the assignment rule is being created.

    This list shows only those 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>.service-now.com/cache.do in order for the assignment rule to work.

    Conditions The conditions in which the assignment rule will apply.

    Use the buttons in this field to build one or more conditions on the selected table. A condition is made up of a selected field, an operator, and a value. Add conditions using the AND and OR buttons. Delete conditions by clicking the X to the right of a condition.

    Assign To
    User The user to be assigned to the task.
    Group The assignment group to be assigned to the task.
    Script
    Script A script to determine advanced assignment rule functionality. Scripts provide access to current.variable_pool variables.
  4. Click Update.