Queue Set Up: Routing Rules: Default Assignee | Community
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KIMBERLYREA
Community Advisor and Adobe Champion
KIMBERLYREACommunity Advisor and Adobe Champion
Community Advisor and Adobe Champion
March 10, 2017
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Queue Set Up: Routing Rules: Default Assignee

  • March 10, 2017
  • 5 replies
  • 875 views

In the Queue Set Up: Routing Rules: Default Assignee area, allow to assign to multiple users upon entry. Only way to assign to 2 or more users for a queue topic routing is to create a new team. Sometimes it's not a full team but rather a couple of individuals.

An issue can be assigned to multiple users why can't the request route that way as well?

    5 replies

    J
    JoshuaCa
    November 8, 2017

    Seems only logical

    William
    Community Advisor
    WilliamCommunity Advisor
    Community Advisor
    October 7, 2020

    Ideally, a routing rule should be able to configured using the Advanced Assignments pop up that is displayed when making assignments directly within a project. We have dozens of teams that only exist because of the limitations applied to routing rule assignments. People don't realize those teams serve a specific purpose, then changes get made to the team, and routing rules unknowingly get altered/broken as a result.

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    SarahWilkersonCA
    SarahWilkersonCA
    Level 7
    October 21, 2020

    I also need more complex routing rule. For example if the request is about a certain topic and comes from a team, assign to this default assignee & team. We need to make sure a team's account executive gets the request depending on whom it came from AND include a team depending on the work type requested.

    sydney_peterson
    sydney_peterson
    Level 3
    November 19, 2024

    I was just coming in here to post this idea. I'm surprised this functionality doesn't exist yet. I hope more people like this. I have silly teams created that have 2-3 people and don't align with our team structure just for the sake of queue routing / auto-assignments and it's getting messy. 

    J
    JudsonWa
    New Member
    June 2, 2025

    Trying to get more visibility on this. It seems logical that we would be able to automatically assign requests as needed.

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