--- schema_version: "1" id: 454fb54040ac0a4fbd415d038ffe557dc16038f0f471e446e11b169a4fabf49b title: Create Custom Assignment Rules for IT Services collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_create_assignment_rules.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_assignment_rules.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 88fa2a121ad6503f325330c0e530c37e437a2899b93ddb37ebb5fa10e65d50c5 description: Create the assignment rules for incidents, problems, change requests, releases, and service requests. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery. products: - Service Cloud - Agentforce IT Service release: "264" --- # Create Custom Assignment Rules for IT Services Create the assignment rules for incidents, problems, change requests, releases, and service requests. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Create the queues to assign the record before creating assignment rules. You can either [create queues manually](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [set up omnichannel routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_setup_parent.htm&release=264.0.0&type=5 "Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.") to create associated queues to further route records to support reps. 1. Create the Assignment Rule. 1. From the Salesforce Go page, go to the Features tab, search for and select Assignment Rules for IT Service. 2. In the Configure Assignment Rules Using Expression Sets section, click **Go to Business Rule Engine**. 3. On the IT Services Assignment page, select **New**. 4. Enter a name for the assignment rule and review the autopopulated API name. 5. From the **Applies to** list, select the correct context definition. For IT Services, select from: - IncidentCtxtDef - ProblemCtxtDef - ReleaseCtxtDef - ChangeRequestCtxtDef - ServiceRequestCtxtDef To use custom fields from incident, problem, release, change request, or service request records in assignment rules, clone the corresponding context definition and add the custom fields as nodes. Then select the cloned context definition when you create the assignment rule so that the custom fields are available as variables in the Expression Set Builder. See [Clone a Context Definition](https://help.salesforce.com/s/articleView?id=ind.context_service_clone_context_definitions.htm&type=5&language=en_US). 6. Save the rule. 2. Configure the logic for the assignment rule. 1. Open the assignment rule from the IT services console app. 2. Select the version of the assignment rule you want to modify. 3. Define the criteria for the assignment rule. 4. Use elements such as **Assignment Criteria**, **Assign to Queue**, and **Assign to User** to create your rule logic. 5. Save the assignment rule. 6. Select **Simulate** to test the output of the assignment rule. 7. Go to **Assignment Rule Properties** from the sidebar. 8. Enter the rank for the assignment rule. 9. Activate the assignment rule. 10. Save the changes. 3. Set a default assignment rule. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example You want to define an assignment rule that sends critical and high priority incidents to the high priority incident queue, major incidents to the major incident queue, and all other incidents to the incident queue. Here’s how you can define the logic. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This example assumes you have created queues for High Priority Incidents, Major Incidents, and Incidents. 1. In the Expression Set builder, add an **Assignment Criteria** element. 2. Use the List Filter to define these assignment conditions: 1. From the Filter Condition Requirements dropdown, select **All Conditions are Met (AND)**. 2. Select the resource type as **Incident\_IsMajorIncident\_\_std**. 3. Select the operator as **Equals**. 4. Select the value as **True**. 3. Click **Add Element** and then click **Assign to a Queue**. 4. Select the **Major Incident** queue. 5. Similarly, add these assignment criteria elements below the first one in the specified order:
Assignment Criteria 1
Filter Condition Requirements:

Any Condition Is Met (OR)

Condition 1:

  • Resource: Incident_Priority__std
  • Operator: Equals
  • Value: High

Condition 2:

  • Resource: Incident_Priority__std
  • Operator: Equals
  • Value: Critical
Assign to a Queue: High Priority Incident
Assignment Criteria 2
Filter Condition Requirements:

All Conditions Are Met (AND)

Condition:

  • Resource: Incident_IncidentNumber__std
  • Operator: Is Not Null
Assign to a Queue: Incident
The assignment rule runs when a new incident is created and evaluates the conditions from top to bottom. In case multiple conditions are true, the first condition is executed. ![Example assignment rule in Expression Set builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_create_assignment_rules.png)