Administrators » Users Menu » Assignment Groups


Assignment Groups

Quick Links

Assignment groups enable administrators to create a group of users that cases can be assigned to. They can include a combination of permission groups, case roles, project roles, and specific users.

You can search, add, update, or remove assignment groups on the Assignment Groups workspace. You can also configure actions to automatically assign cases to an assignment group while editing or adding an action in a workflow.

See Assignment Groups and Action Assignment Rules for more information.

To access the Assignment Groups workspace, go to Setup > Users > Assignment Groups.

Create New Assignment Group

[Back to top]

To create a new Assignment Group:

  1. Click the Add New link.

  2. Complete the form fields:

    • Name: Enter a name.

    • System ID: A unique identifier, automatically generated when you name an object. You can use this identifier to reference an object in scripts, templates, tags, and through the API. You can change the System ID by selecting the pencil icon. Use caution when changing the ID as it can affect existing scripts associated with the object. For more information, see System ID.

    • Description: Add a brief description. This is used as an internal note for administrators.
    • Permission Groups: Select which permission groups will be in this assignment group.

    • Case Roles and Project Roles: Select which roles will be in this assignment group.

    • Specific UserSelect which users will be in this assignment group.

  3. Click Save to finish creating your new assignment group.

Manage Assignment Groups

[Back to top]

When you open the Assignment Groups workspace, Workflow displays a list of existing assignment groups.

Click the Edit button to edit the assignment group properties.

Select the Actions icon   to execute the following actions:

  • Details: See the record creation and update details.
  • Download Data: Export data for backup or to import into another tenant. A Workflow Backup file (WFB) downloads with your project. You can then import the file into another tenant using the Migration Manager
  • Delete: Delete the object. You cannot delete objects that are used in default settings, or objects that are in use.  

Filter Assignment Groups

[Back to top]

Workflow provides a Filter feature that enables you to find specific data using queries. The available filter parameters depend on the workspace you are searching from. The Assignment Groups feature enables you to filter by these parameters:

  • Name
  • Permission Groups
  • Case Roles
  • Project Roles
  • Users

For detailed information and more examples for creating simple and complex queries, see Search & Filter Data.