Flows That Govern Record Assignment

Logic to carry out record assignment is available in the following flows which are triggered by default every 15 minutes.

Assignment – Entity Auto Assignment: Active Assignment Group records are shortlisted and marked for processing. The concurrency of this flow is set to 1, indicating that only a single instance of this flow must run to process information. This will prevent scenarios where the same record is picked for assignment by a second instance of the flow while the record is being processed in the first instance. Ensure that this concurrency is not modified.

This flow is supported by the following flows:

• Assignment – Get Records to be Assigned For Assignment Group: This flow shortlists base entity records that must be assigned. They are shortlisted based on the query in the assignment group.
• Assignment – Assign Records By Assignment Group: This flow:
  1. Processes assignment rules in the parent assignment group.
  2. Verifies if the records listed in the RecordsToAssign area of the flow satisfy the rules in associated assignment rule records.
  3. Assigns records based on the above rules.
  4. Assigns records to the fall back user if they fail to satisfy conditions in all assignment rules of the assignment group.