Assignment Rules for Tasks with Multiple Assignees
If a task has multiple assignees, then assignment rules are not evaluated for the task, and the task is not automatically routed. This is because each of the task's assignees can define assignment rules, which can potentially provide conflicting actions to take on the task. Only tasks that are assigned exclusively to a single user are routed by the assignment rules.
For example, consider the following sequence:
- A rule is created for user
cdickens
to reassign all assigned requests to userjstein
. - User
jcooper
reassigns the allocated tasks tocdickens
andcdoyle
. - User
cdickens
claims the task, and the task appears in their inbox.
The task is not automatically reassigned to jstein
. The task is
routed to jstein
, following the assignment rule set for
cdickens
, if user jcooper
explicitly reassigns
the task only to cdickens
instead of reassigning the task to
multiple users (cdickens
and cdoyle
).