7 Case Assignment Rules

Case Assignment rules can be configured so that cases are automatically assigned to pre-defined queues.

A queue can be viewed as a container that holds cases meeting pre-defined criteria. You must define queues before they can be used. Queues will then need to be mapped to user groups so the filters can be applied. This is a separate activity from defining security mapping. The assigned cases appear in your queue. You can create a new queue and also add from existing queues.

The UserGroup-Security Mappings are displayed in a tabular format so that you can view the mapping between Casetype-Jurisdiction-BusinessDomain to Usergroup. You can search records by user groups and sort the list by columns. On the Case Assignment Rules page you can search for rules using the Search by User Group filter.