Setting up & Configuring Actions for Q-assign


When a Case/Lead or any other object’s record is assigned, it is often wanted to perform some kind of action on the record as well: e.g. set a field value, send an email notification or set a field value on related or child or lookup object. These actions can be set as rules in the Actions section of the assignment group. Multiple action rules could be configured in the 'Assignment Group'.


Rules can be triggered on record assignment or simply matching criteria without assigning a record (e.g. send an alert or update field etc.). They are executed on each record processed by the group. They run after a record is assigned or after attempting to assign the record if it is not assigned. 


Set up and configure Actions rule as follow:

  • Go to QA Assignment Groups and open an Assignment Group
  • Go to Actions | New to create a new rule


Details of each parameter are described below:


  • Processing Order - it defines the order in which rules will be processed as compared to other configured rules. This is a number field and can be set as 0, 1, 2 etc. The lower the processing order, the earlier the rule gets processed.
  • Action Type - it represents what type of action will be performed as a rule is executed. Currently, Update Field is only available in 'Action Type', which can set/update field of the records
  • Trigger on - it allows to set the condition for running Action rule based on whether a processed record is assigned or not
    • Always - this option, if selected, enables the rule to run in any case i.e., a processed record is assigned or failed to assign
    • Object Assigned - this enables a rule to be triggered only if a record gets assigned
    • Object Not Assigned - this option is useful in cases where a record being processed ends out not being assigned. In that case, certain fields of the failing record can be set.
  •  Trigger Type - it allows to set the condition for running Action rules based on whether a pattern is matched or not for a record being processed
    • Always - action rule will always run whether a pattern is matched or not if the trigger type is set as Always

    • Pattern Matched - this enables a pattern to be matched on a certain field of the records being processed
      • Match Object: the field stores the name object that is used to perform Pattern Matched or Pattern Not Matched evaluation  
      • Match Field: it allows selecting a field of the assignment group object 
      • Match Pattern: regular expression used to match the Match Field value

    • Pattern Not Matched - action rule will trigger only if the pattern set above is not matched

Value to Assign

  • Object to Update - this list down all the lookup and child objects of the assignment group object. For example, if the object is Case, then this field will list down all lookup and child objects of Case in addition to itself. 
  • Field to Update - it allows selecting the field to update based on the object selected in the above field. If a lookup object is selected as Object to Update, then Field to Update will show the fields of that lookup object.
  • Assign Value 1 - field value can be set based on the type of field selected in Field to Update. The text value for a text field and a picklist value can be set for a picklist type field. If you want to perform more action then add ‘Add Rows’ as per the desired requirement to add more Assign Values
  • Overwrite non-blank values - this option can be toggled whether non-blank field values be overwritten or not
  • Stop Processing Further Rules - this checkbox if set to True in an Action Rule, will cease the subsequent action rules to run


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