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.
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:
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.