Assignment and routing
Quick answer
Route work with assignment rules, data lookup rules, and when to move logic into a flow.
Key takeaways
- Assignment rules run in order, first match wins
- Data lookup handles value setting without script
- Move complex routing to a flow rather than nesting conditions
- Review routing regularly, it drifts with the org chart
Three routing tools
Assignment rules set assignment group and assigned to from conditions. Data lookup rules set field values, typically priority from impact and urgency, using a lookup table instead of script. Flows handle routing that depends on external data or multi step logic.
Order and conflicts
Assignment rules run in order and the first match wins. Keep the list short and give each rule a clear condition, because a long unordered list is impossible to debug when a ticket lands in the wrong queue.
Maintainability
Routing changes often, so make it data driven.
- Prefer a lookup table over ten rules with hard coded values
- Document why each rule exists in the description field
- Review routing quarterly with the service desk, dead rules accumulate
- Log unmatched cases so gaps surface instead of defaulting silently
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Check your understanding
Which tool sets priority from impact and urgency?
- A. Assignment rule
- B. Data lookup rule
- C. UI policy
- D. ACL
Show answer
B. Data lookup rule
Data lookup rules map input values to output field values.
What happens when two assignment rules match?
- A. Both apply
- B. The last one wins
- C. The first in order wins
- D. The record errors
Show answer
C. The first in order wins
Rules are evaluated in order and stop at the first match.