Assignment rules not working on the case form

[suresh91]

Hi All,
I have created 2 assignment rules with different conditions and different execution orders. But the case is still assigned to the group which having the lowest order assignment rule. If all the conditions are met, then it should be assigned to that group, but it's not. Please check the screenshots below

Could you please let me know how to fix it, or am I missing anything here?

KR,
Suresh

[Ankur Bawiskar]

@suresh91 

why not have mutually exclusive conditions i.e. don't add overlapping conditions?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[suresh91]

Hi @Ankur Bawiskar 
Thanks for your response.
Could you please explain how to create mutually exclusive conditions? 
In my case, based on zip code, I need to route the case to 2 different groups in that case, the 2 assignment rules are needed. For that, I have created one with a zip code between 1000 and 2999 another one having between 10000 and 17329. How will it overlap here?
Anyway, if all conditions are met, then it should route to the correct one instead of based on priority.

Kind Regards,
Suresh

[Di Zhang]

try to use only one assignment rule firstly and write zip condition in script. Then split it to two assignment rule. 

[Anand Kumar P]

Hi @suresh91 ,

Issue is due to an existing client scripts or business rule or Data LookUp Definition on the case table which is populating assignment group deactivate that and try.
Inorder for Assignment Rule to take place, both fields 'Assignment Group' and 'Assigned To' should be empty.

Since, the value is already getting populated, the assignment rule is not taking place. 

and also  Only the first matching rule executes if multiple match, the one with the lowest order number is applied .

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand