Reduce confusion and simplify incident assignment by using a clear ownership model. Use the Incident Owner field for individual ownership and the Assigned Group field for group ownership. Additionally, the Assigned Group field now accepts only public groups, not queues, maintaining a clear distinction between queue-based routing via Incident Owner and team-based work assignments via Assigned Group.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.
How: For new orgs created after Winter '26, the legacy Assigned User field is hidden by default and it's also inaccessible via API. Update any integrations to use Incident Owner instead. For existing orgs, you can use the Assigned User field, but we recommend that you transition to the streamlined model for future implementations. For all workflows, use Incident Owner to assign incidents to individual users or queues, and use Assigned Group to assign incidents to teams.