How You Define Queue Assignment Rules

You can use assignment rules to automatically assign service requests (SRs) to queues when the SRs are created or updated. And these assignment rules can be run on a schedule.

SRs are treated as work objects and queues are treated as candidate objects. You can define your rules to select the best candidate (queue) for each work object (SR).

Note: SR assignment rules are defined using rule-based assignment. Territory-based assignment doesn't apply to SRs.

Defining SR assignment rules requires some forethought. Consider the following before you define these rules:

• The attributes of queues that you want to use as criteria for your rule assignments.

• The attributes of SRs that you want to use as criteria for your rule assignments.

• The rule sets you want to create.

• The rules to include in each rule set.

Note: You must define queue candidate objects before you start defining rules for SR assignment objects.