Assignment Rules VS Matching Rules

[G24]

Can someone explain the difference between "Assignment Rules" and "Matching Rules"?

Tables: sysrule_assignment and matching_rule

Are they BOTH strictly necessary?  Is one slowly replacing the other?

I see the documentation here but I'm still pretty confused as to the difference.

Learned about these tables in the context of studying for the HRSD Implementation exam.  Thanks. 

[SanjivMeher]

I think one is based on the data on the record for ex category or subcategory, while the other is based on agents skill. 

[Harish Bainsla]

1. Assignment Rules in ServiceNow:

   • Purpose: Assignment rules in ServiceNow are used to automate the assignment of tasks or records to specific users or groups based on predefined conditions.

   • Functionality: When a new record is created (such as an incident, problem, or task), assignment rules evaluate certain criteria and then automatically assign the record to the appropriate individual or group.

   • Example: In ServiceNow, you might set up an assignment rule for incident records that directs incidents with a certain priority level to a specific support group.

   • Use Case: Assignment rules are commonly used to streamline workflow processes by ensuring that tasks are assigned to the right individuals or teams automatically.

2. Matching Rules in ServiceNow:

   • Purpose: Matching rules in ServiceNow are used to identify and manage duplicate records within the system.

   • Functionality: These rules define the conditions that ServiceNow uses to determine if a new record matches an existing record. When records are being created or updated, matching rules help prevent the creation of duplicate entries.

   • Example: A matching rule for incident records might specify that incidents with the same short description, caller, and location are considered duplicates.

   • Use Case: Matching rules are crucial for maintaining data integrity and avoiding redundancy in the ServiceNow instance. They play a significant role during data import processes and when records are being created or updated.https://youtu.be/6YB7Rb09JnE?si=89WnrgCHzSO6X_LR

[Dipen Wadhwana]

In ServiceNow, both Assignment Rules and Matching Rules play crucial roles in managing and routing customer service cases. Let’s delve into their differences:

1. Assignment Rules:

   • Purpose: These rules determine how to assign cases to specific agents or groups based on certain conditions.
   • Execution Order: Assignment rules execute when a record is submitted and no prior assignment has been made.
   • Conditions: They consider various factors such as priority, category, location, and other custom criteria.
   • Example: If a high-priority case related to network issues arrives, an assignment rule might route it to the “Network Support” group for prompt attention.

2. Matching Rules:

   • Purpose: Matching rules are used for case routing. They identify cases that meet specific conditions and then route them to the appropriate agents.
   • Criteria: Matching rules focus on matching specific attributes of the case (e.g., keywords, category, or location) to predefined conditions.
   • Scenario: Suppose a case contains the keyword “password reset.” A matching rule could direct it to the “Password Reset” team.
   • Order of Execution: Matching rules run alongside assignment rules, ensuring that cases are routed effectively.

Remember that these rules work together to streamline case management and ensure efficient handling by the right teams.

Please mark this solution as helpful if you got your answer.

[其偉単]

Thank you. I think your answer is the best of all. Now I know what assignment rules and matching rules. But what is the difference between them?