Edit, Activate, Deactivate, or Delete an Assignment Rule
You can configure assignment rules to automatically assign an owner for incoming cases, so case workload is evenly distributed across your investigators. When a case is submitted, the system will select a case owner if there are any applicable assignment rules, without manual triage. Managers and investigators can also use assignment rules to reassign a case (see how in Assign a Case).
To review all assignment rules in your application, select the “Assignment Rule” option on the Workflow tab in Settings. See Add an Assignment Rule for details on configuring new assignment rules
Edit an Assignment Rule
System Administrators can update an assignment rule from the its page. Your updates to an assignment rule will be applied to the next case submitted or reassigned that meets the rule's criteria. The system will not retroactively update case assignments.
1. Navigate to the Assignment Rule page under the Workflow tab in Settings. Click the assignment rule you want to edit.
2. Click the Edit button on the assignment rule's page.
3. The assignment rule's page will now be in edit mode. Complete your changes to the rule's details, assignees, and criteria.
4. When you have completed your changes, click the Save button.
Activate or Deactivate an Assignment Rule
You can deactivate an assignment rule to stop it from routing cases and reactivate it later as needed. If you import assignment rules into your application, they will be set to “inactive” by default, so you can use the following steps to activate them.
1. Navigate to the Assignment Rule page under the Workflow tab in Settings. Click the assignment rule you want to activate or deactivate.
2. Click the Options (
) button on the assignment rule's page. Then, select "Activate" or "Deactivate".
4. In the "Activate Assignment Rule?" or "Deactivate Assignment Rule?" pop-up, click "Yes, Continue".
5. The rule will now be active or inactive based on your selection. You can confirm if the rule is active or inactive by checking the flag below the rule's name.
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Delete an Assignment Rule
If you need to permanently remove an assignment rule from your application, you can delete it from the Assignment Rule page or from an assignment rule's page directly.
To delete a single assignment rule:
1. Navigate to the Assignment Rule page under the Workflow tab in Settings. Click the assignment rule you want to delete.
2. Click the Options () button on an assignment rule's page. Then, select "Delete".
3. In the "Delete Assignment Rule Record" pop-up, click "Delete".
To delete multiple assignment rules:
1. In the Assignment Rule grid, select the checkbox beside each assignment rule you want to delete.
2. Click the Delete button in the grid header.
3. In the "Delete Assignment Rule Records" pop-up, click "Delete".
FAQ
How does Case IQ choose which user to assign with an assignment rule?
Case IQ will select users from the rule’s assignees in turn and initially sorts the assignees alphabetically by email to determine turn order.
For example, suppose a rule has three possible assignees. When the first case is submitted, the system will assign it to the first assignee in the list. Likewise, it will assign the second and third submitted cases to the second and third assignees. When the fourth case is submitted, the system will restart the cycle and assign it to the first assignee. Case IQ will avoid assigning a case to the same user in succession, even if users are added or deleted from the list of assignees.
Can I temporarily remove someone from the assignees?
You can temporarily prevent someone from being assigned to a case, even if they should be included per the assignment rule's group. This is ideal when an investigator is unavailable due to vacation, temporary leave, or a full caseload. See Exclude a User from Automatic Assignment for full instructions.