---
schema_version: "1"
id: da3d1583c79a69c54813e96c122928f4f4ae9b39eb196084c37088d9710fba7c
title: Create Assignment Rules for IT Services from Templates
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_template.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_assignment_rules_template.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b16d463820c08090921ff6afad5dd3b35bbd7867ede6db661f3e5c9178ea191a
description: Create the assignment rules for incidents, problems, change requests, and service requests using the available templates. 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 Assignment Rules for IT Services from Templates

Create the assignment rules for incidents, problems, change requests, and service requests using the available templates. 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

![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 Release assignment rules aren't available as template. Create release assignment rules by building a custom assignment rule. See Create Custom Assignment Rules.

Create the queues you want to route records before you create 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 route queued incident records to available support reps.

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, click **Create from Template**.
4. Select an assignment rule template based on the object whose records you want to route.
    
    For example, Incident Assignment Rule.
5. In the Expression Set builder, review the preconfigured list groups and their routing logic.
    
    Each list group must include assignment criteria and an Assign to a Queue or Assign to a User element to evaluate conditions and route records.
6. To modify the template logic, update the existing elements as needed:
    
    - In assignment criteria, change the filter condition requirements (for example, All Conditions Are Met (AND), Any Condition Is Met (OR), or Custom Condition Logic Is Met).
    - Update the resource, operator, or value fields.
    - Click **Add Condition** to add more conditions.
    - In the assign to a queue element, select a different queue to route matching records.
7. To change the structure of a list group, use the element menu to duplicate an element or delete an element.
8. To add new logic, click the + icon in the list group, and then add the elements you need (for example, Assignment Criteria, Assign to a Queue, or Assign to a User).
9. Click **Save As**, and select one of these options:
    
    |  |  |
    | --- | --- |
    | New IT Services Assignment | Creates a new assignment rules record and an initial version using the current expression set logic. Use this option to create a separate assignment rule instead of updating the existing one. |
    | New IT Services Assignment Version | Creates a new version of an existing assignment rule using the current expression set logic. Use this option to update or extend routing logic while keeping the same assignment rule record. |
10. If you selected **New IT Services Assignment**:
    1. In **Rank**, enter a rank.
    2. To activate the version, select **Active**.
    3. Save the changes.
11. If you selected **New IT Services Assignment Version**:
    1. From **IT Services Assignment**, select an existing assignment rule.
    2. In **Version Number**, enter a version number.
    3. Save the changes.
12. Set a default assignment rule.