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Automation ManagementAutomation Management Guide

Set Default Assignee and Queue Pre-Built Playbook

Ensure new cases with high risk scores are assigned to a specific queue and assignee using the Set Default Assignee and Queue pre-built playbook.

The Set Default Assignee and Queue pre-built playbook has the Case created trigger. If the playbook is enabled, the playbook automatically runs when a case is created.

The playbook runs a branch to one. In this branch to one:

  • Default – If the other branch is false, nothing is executed.

  • Branch 1 – If the case stage is New and its risk score is greater than or equal to 90, the branch assigns the case to the Unassigned queue and Unassigned assignee.

    To assign cases to another queue or assignee, you can clone this pre-built playbook, then make changes to the cloned playbook. Ensure that you disable this pre-built playbook.