Case assignment rules send incoming service work to the appropriate owner. Each entry has an order and conditions. A narrow urgent exception must run before a general intake entry, or the general match can prevent the exception from applying.
Use actual record attributes in the criteria: priority, origin, region, or another reliable field. A phrase in a case title is often weaker than a controlled field. Keep a fallback for unmatched records and test a blank or unexpected classification. After saving, inspect the resulting owner, including whether that owner is a user or a queue. A correct-looking rule is insufficient if a routine import or intake action never invokes it.