Assignment Fallbacks and Troubleshooting

Fallbacks and troubleshooting help keep Assignment Rules reliable when the preferred assignment cannot be completed.

Fallback behavior

A fallback defines what should happen when the normal assignment strategy cannot produce a valid owner.

Examples may include assigning to a team, leaving the ticket unassigned for triage, or using another supported destination.

Common problems

Assignment issues may result from:

• no eligible agents
• inactive users
• incorrect team membership
• conflicting rules
• conditions that do not match
• unavailable assignment targets
• invalid ownership combinations

Troubleshooting

Review the ticket properties, matching conditions, rule order, eligible assignees, and execution information where available.

Unassigned tickets

Operational teams should monitor unassigned work so routing failures do not become invisible service delays.

Good practices

Design fallbacks deliberately. A fallback should preserve service continuity without hiding an underlying configuration problem that requires correction.