case assignment rules salesforce not working

Case Assignment rule ignored when case is created in Flow

Hello I have an interesting situation. We are using Cases in our organization, and have the case assignment rule set up to assign a case to a Queue called Project Team when Case equals type = SoW Request. 

In the settings, Send email to queue is checked, and a template I've been using for the past two months for alerts has been added (screenshot below). The template is active.  

I wanted to automate a case creation via Flow, when a record in a custom object (called Assignments) was marked to Won. So when an Assignment is marked Won, it triggers the Flow to pull some information from Assignments object and puts them in a Case, and creates a new Case in that specific type.   

The flow fires off correctly and creates the case with the fields I set, however, the assignment rule is IGNORED and the email is not automatically sent.  

As a test, I created the case manually (not via this automation), and picked type SoW Request, and created it manually via New Case button in Salesforce, and the case assignment rule worked fine. The Project Team was assigned and an email was received.   

Have any of you worked with a flow that creates a case and had the case assignment rule work? Below I'm also sending the logs of the Flow Debug log, which shows that the rule works and created the case as I wanted. I need the flow to take into consideration the case assignment rule.   

  #Cases ","contentType":"entity","entity":{"id":"","name":"Cases","type":"TOPIC","photoUrl":null,"description":null}}"> #Cases   #Salesforce Administrator ","contentType":"entity","entity":{"id":"","name":"Salesforce Administrator","type":"TOPIC","photoUrl":null,"description":null}}"> #Salesforce Administrator     #Flows ","contentType":"entity","entity":{"id":"","name":"Flows","type":"TOPIC","photoUrl":null,"description":null}}"> #Flows

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Hi Natalia,

There is no standard way to invoke the assignment rules automatically from Flows and we have an open Idea against the same.

https://ideas.salesforce.com/s/idea/a0B8W00000GdlCMUAZ/process-builder-evaluate-assignment-rules-for-new-records

But, there is workaround where we can call the Apex Class to invoke the Assignment Rules for the newly created Case records by passing the Ids of the created Case record to the class.

public class invokeCaseAssignmentRules

@InvocableMethod

public static void caseAssgnmntRules(List<Id> caseIds)

Database.DMLOptions dmlOption = new Database.DMLOptions();

dmlOption.assignmentRuleHeader.useDefaultRule= true;

Case caseCreated=[select id from Case where id in :caseIds];

caseCreated.setOptions(dmlOption);

update caseCreated;

Thanks & Regards

Mukesh Katoch

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Case Assignment Rules in Salesforce

A case can be assigned in various ways, either manually or in accordance with assignment criteria.

In this Salesforce tutorial, we will learn the case assignment rule in Salesforce . In addition to this, we will also see step-by-step how to create case assignment rules in salesforce Lightning and Salesforce Classic.

Table of Contents

Case assignment in Salesforce is the process of allocating a case to a certain team or teammate within an organization.

However, in this article, we will only focus on the case assignment rule in Salesforce. A case assignment rule in Salesforce is a process that automatically assigns cases to the appropriate team or teammate based on specific criteria.

This helps manage the case management procedure, speed up responses, and boost customer satisfaction. It also enhances general effectiveness and customer service.

Read: How to remove new event button from case object in salesforce

How to create case assignment rule in Salesforce

Here are the steps to create a case assignment rule in Salesforce Lightning:

1. Log in to your Salesforce account and go to  Setup . In the Quick Find box, type  Assignment Rules , then select  Case Assignment Rules located under Services.

2.  Click  New  to create a new case assignment rule.

3. Enter a  Rule Name  for the case rule. Here, I create the Rule “High Priority Case” . Activate the rule by clicking the Activate button. 

Activating this rule will deactivate the current case assignment rule automatically, as at one time, only one rule is activated. Click  Save  to save the rule.

4. Select the Rule Name and open it to add case assignment rules. Click New to create multiple rule entries under this rule. Set the Rule Order in which these rule entries will be processed.

Define the criteria that will trigger the rule. This can include fields like case origin, cause status, and cause type. Here, I set the criteria for “Case Priority equal to High” .

Specify the user or queue to whom we assign the case when it meets the criteria. Here, I assign it to the “User”. Optionally, we can also choose the email template for the case assignment rule.

In addition, we can select predefined case teams and replace existing predefined case teams. Click  Save  to save the case assignment rule.

5.  Test the rule by creating a test case that meets the criteria and ensures that it is assigned correctly.

Note: Always check the checkbox “Assign using active assignment rule” to assign newly created case according to case assignment rule.

6. Once our case assignment rule is created and tested, Salesforce will automatically assign incoming cases based on the criteria we’ve defined.

With this, we learned to  create the case assignment rule in Salesforce .

Read How to Enable Email to Case in Salesforce

In conclusion, Salesforce’s case assignment rules let us automatically allocate incoming cases to the right sales team members or queues based on predefined criteria.

Both Salesforce Classic and Salesforce Lightning provide a simple procedure to create a case assignment rule which will help our sales team work more effectively and efficiently.

You may also like to read the following Salesforce tutorials.

• How to Delete a Case in Salesforce
• How to Close a Case in Salesforce
• How to Create a Case in Salesforce

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

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Thursday, may 1, 2014, why salesforce assignment rule is not working.

• Lead Assignment Rules — Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the lead import wizards.
• Case Assignment Rules — Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

• Validation rules
• Assignment rules
• Auto-response rules
• Workflow rules (with immediate actions)
• Escalation rules
• Case Assignment Rules not working
• Managing Assignment Rules
• Setting Up Assignment Rules
• Trigger Assignment Rules with Data Loader
• Assign using active assignment rule

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