Trailhead Solutions
Case assignment rule not routing to the Panel2 queue
A case expected to route through an assignment rule such as Assign Panel2 keeps the wrong owner.
By Vishal Verma · Reviewed October 5, 2026
When this happens
A case expected to route through an assignment rule such as Assign Panel2 keeps the wrong owner.
What to check
The active rule, entry order, match criteria, queue configuration, or invocation may not match the scenario.
Troubleshooting steps
- Inspect the active Case Assignment Rule and the order of its entries.
- Compare actual field values with the requested criteria, such as Description containing Panel2.
- Check that the intended queue supports Cases and is the target of the matching entry.
- When testing in the UI, confirm the active assignment-rule option is selected. For API or Apex, use the appropriate assignment-rule header or DML options.
- Check whether an earlier entry or later automation changes the owner.
Verify the result
Create a representative test case and confirm its final owner is the expected queue. Test a nonmatching case too.
Based on a community learning issue discussed with Vishal. Guidance reviewed October 5, 2026; org setup, module instructions, and release versions can differ. These steps are checks to perform, not a claim that your org has been tested.