Auto-assignment rule not triggering for new service cases submitted via web forms

CRM Zoho CRM
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1

Our auto-assignment rule for service cases stopped working after we updated our web form last week. Cases created from the web form are coming in unassigned, causing delayed response times for customers.

The assignment rule is configured to distribute cases based on product category and support tier. It works perfectly when we create cases manually in the CRM - they get assigned immediately to the right team member. But cases submitted through the web form just sit there unassigned until someone manually assigns them.

I’ve checked the web form field mapping and all required fields (Product Category, Priority, Customer Type) are mapped correctly. The assignment rule criteria should be triggered when a new case is created, regardless of the source. I’m not seeing any errors in the assignment logs either - it’s like the rule isn’t even being evaluated for web form submissions.

Has anyone experienced assignment rules not triggering specifically for web form submissions? I need to figure out what’s breaking the connection between web form case creation and the assignment rule execution.

2

Look at the assignment rule criteria itself. If the criteria depends on fields that aren’t populated at the exact moment of case creation from the web form, the rule won’t match. For example, if your rule checks for ‘Customer Type = Premium’ but the web form populates that field via a lookup or workflow after creation, there’s a timing gap. The assignment rule evaluates immediately on creation, before secondary workflows run.

3

Also check the assignment rule execution order. If you have multiple assignment rules for Service Cases, and one higher in the list is matching first but not assigning anyone (maybe due to team availability settings), it could prevent the second rule from running. Review the rule priority order and make sure the most specific rules are at the top.

4

The assignment rule is definitely set to ‘On Create’. The form owner is set to our CRM admin account which has full permissions. Still not triggering for web submissions. Could there be a delay between when the case is created and when assignment rules evaluate?