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breaking or enforcedAgentforce IT Service
Simplify Incident Ownership with Streamlined Assignment Fields
Agentforce IT Service moves to a clear ownership model: Incident Owner for individual or queue ownership and Assigned Group (public groups only, not queues) for team ownership. For orgs created after Winter '26 the legacy Assigned User field is hidden by default and inaccessible via API, so update integrations to use Incident Owner. Existing orgs can still use Assigned User but should transition.
identifiers
Incident OwnerAssigned GroupAssigned UserIncident
flags
enabled by defaultrequires action
- how
- Update integrations that reference Assigned User to use Incident Owner; use Assigned Group for team assignments.
- who
- when
- where
- Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.