Purpose
Create and configure HR Assignment Rules to automate assignment of HR cases when the default assignment (e.g., via a catalog template) isn’t provided.
(ServiceNow)
Overview
Assignment rules in HRSD enable automatic routing of HR cases to appropriate groups based on defined conditions. These rules are particularly useful when cases are generated without pre-assigned groups (such as those not defined via templates).
(ServiceNow)
In the broader ServiceNow platform (applicable to HR and other modules), assignment rules evaluate conditions when a record is opened and assign it based on those rules.
(ServiceNow)
Procedure: Creating an HR Assignment Rule
1. Navigate to Assignment Rules
- Go to System Definition > Assignment > Assignment Rules.
- Click New to create a new rule.
(ServiceNow)
2. Define Rule Conditions
- Use the rule builder to specify conditions.
- For example:
- If the HR Service field equals “Employee Onboarding”
- Or the Location is “India”
- For example:
- Combine multiple conditions using AND/OR logic to fine-tune the rule.
(ServiceNow)
3. Define Assignment Outcome
- Specify the Assignment Group that should receive cases when the conditions are met.
- Ensure the case isn’t already assigned to a group—rules are skipped if there’s already a valid assignment.
(ServiceNow)
4. Save and Activate the Rule
- Click Submit or Save to activate the rule.
- Validate that it appears in your list of active assignment rules.
Example Scenario
Use case: Auto-assign onboarding cases in India to the “India Onboarding Team” group.
- Condition:
- HR Service is “Employee Onboarding”
- Location.Country (if available) is “India”
- Action:
- Assignment Group = India Onboarding Team
Community Tip
“You can create an Assignment rule to auto-assign a case of a specific HR service to a particular assignment group. Do note, the assignment rule will be skipped if the case is already assigned to the assignment group.”
This highlights that if a case already contains an assignment group (e.g., via a template), the assignment rule won’t override it—ideal for preserving intended routing.
Summary Table
| Step | Action |
|---|---|
| 1 | Navigate to System Definition > Assignment > Assignment Rules |
| 2 | Click New to start rule creation |
| 3 | Set condition(s) (e.g., HR Service, Location, Role) |
| 4 | Define the Assignment Group to assign matching HR cases |
| 5 | Save the rule and test cases to confirm correct routing |
Additional Thoughts
- Use these rules to fill in assignment gaps when templates don’t supply a group.
- Combine multiple criteria (service type, location, role) to direct cases precisely.
- Understand that assignment rules do not override existing assignments—unless those assignments are empty.
