Create and manage Assignment rules in Salesforce

Author posted by Jitendra on Posted on under category Categories Salesforce and tagged as Tags , with 11 Comments on Create and manage Assignment rules in Salesforce

What is assignment rule in salesforce.com, how to create and manage assignment rules in SFDC

Assignment rules are used to automate your organization’s lead generation and support processes.

  • Lead Assignment Rules – Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the lead import wizards.
  • Case Assignment Rules – Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Aim : All the cases created by user ‘jZaa’ should be assigned to ‘Jitendra Yahoo’.

To create this Assignment rule, go to Setup | App Setup | Cases | Assignment Rules and on right hand side click on New.

In first step, give the assignment rule name, lets say name is ‘to jitendra Yahoo’. You may have noted the check box which says “Set this as the active case assignment rule” click on this.

After creating rule, click on that rule and click on New.

Rule Entry for the Case Assignment in Salesforce
Rule Entry for the Case Assignment in Salesforce

As you can see in above screen shot, at step 1 enter the order in which this rule should be run, as there may be multiple rules in assignment.

in step 2 we can choose criteria or formula. here i have choose the option to create formula.

In step 3, i have written the formula that if user alias is ‘JZaa’

In step 4, i have assigned the case to user “Jitendra Yahoo” if formula comes true

and in step 5, i have assigned the email template which should be sent after assignment.

The working example of above rule is shown in below screen shot:

Assignment rule of salesforce in action
Assignment rule of salesforce in action

As you can see in above figure, Case created by JZaa is automatically assigned to the “Jitendra Yah00” and those our assignment rule is working as expected.

Note : If there is no assignment rule then case is assigned to Creator itself.

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11 thoughts on “Create and manage Assignment rules in Salesforce”

  1. Hi jitendhra,

    I have created the assignment rule as u mentioned, I have given assignment rule name, user and email template. After creating as case owner is assigned to the user which is provided in assignment rule, but mail is not sending to case owner. Please advise

    1. Hey, I was getting the same problem but it could not be solved so finally I moved toward workflow rule and its working fine..

  2. Hi jitendhra,
    I have created the assignment rule as u mentioned, I have given assignment rule name, user and email template. After creating as case owner is assigned to the queue which is provided in assignment rule, but mail is not sending to queue . Please advise

          1. So , you mean to say that I will only get mail when it will work in production and not in sandbox?? i think similar to escalation rules..correct?

          2. It happens in my case because my Email server of my employer restricts email from Sandbox, I only receive system emails from Sandbox like password reset. I would suggest you to check it by providing your personal email

          3. Ok.. But I verifed in email logs, there is no email which was sent on today’s date.. i think i am missing out on some configuration part.

      1. 33.0 APEX_CODE,DEBUG;APEX_PROFILING,INFO;CALLOUT,INFO;DB,INFO;SYSTEM,DEBUG;VALIDATION,INFO;VISUALFORCE,INFO;WORKFLOW,INFO
        16:22:32.154 (154874607)|EXECUTION_STARTED
        16:22:32.154 (154913130)|CODE_UNIT_STARTED|[EXTERNAL]|Workflow:Case
        16:22:32.190 (190607863)|WF_RULE_EVAL_BEGIN|Assignment
        16:22:32.190 (190690965)|WF_CRITERIA_BEGIN|[Case: 00001012 50017000001qOSx]|AU assignment|01Q17000000CzQN
        16:22:32.190 (190698358)|WF_RULE_ENTRY_ORDER|1
        16:22:32.198 (198415936)|WF_RULE_FILTER|[Account : Billing Country equals Australia]
        16:22:32.198 (198438694)|WF_RULE_EVAL_VALUE|Columbia
        16:22:32.198 (198442015)|WF_CRITERIA_END|false
        16:22:32.198 (198458683)|WF_CRITERIA_BEGIN|[Case: 00001012 50017000001qOSx]|AU assignment|01Q17000000CzQN
        16:22:32.198 (198464974)|WF_RULE_ENTRY_ORDER|2
        16:22:32.198 (198499055)|WF_RULE_FILTER|[Account : Billing Country equals Columbia]
        16:22:32.198 (198513499)|WF_RULE_EVAL_VALUE|Columbia
        16:22:32.198 (198515619)|WF_CRITERIA_END|true
        16:22:32.217 (217967423)|WF_SPOOL_ACTION_BEGIN|Assignment
        16:22:32.218 (218066656)|WF_RULE_INVOCATION|[Case: 00001012 50017000001qOSx]
        16:22:32.219 (219885456)|WF_ASSIGN|NZ Support|00X1a000000VBZF
        16:22:32.219 (219918063)|WF_RULE_INVOCATION|[Case: 00001012 50017000001qOSx]
        16:22:32.221 (221672464)|WF_ACTION|.
        16:22:32.221 (221680777)|WF_RULE_EVAL_END
        16:22:32.281 (281296241)|WF_ACTIONS_END| Assign: 1; Assign Team: 1;
        16:22:32.281 (281309105)|CODE_UNIT_FINISHED|Workflow:Case
        16:22:32.281 (281319095)|EXECUTION_FINISHED

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