Automatically assign a task to a dispatch group when the Requests are
assigned using auto-assignment option is set in the SM application's
Role required: wm_qualifier, wm_initiator
In any SM application, do one of the following:
- Open a request in the Awaiting Qualification state or
one that has been qualified automatically, and then open a task in the
- Open a task in the Ready for Work state.
Select an Assignment group.
If the Tasks are assigned via auto-assignment and
Auto-selection of agents will consider location of
agents configuration options are set, enter a location.
Auto-dispatch will fail unless the task contains a valid location.
If the Tasks are assigned via auto-assignment option is
enabled, create a schedule for this task in the Planned
section, or let the system determine the times. For instructions, see Creating Work Order Tasks.
By default, ServiceNow
enters the current date and time in the Window start
field. If you do not create a schedule or a fixed window, ServiceNow uses the
start value to look for an agent who has that
time slot open.
Click Qualified or Ready for
The view returns to the previous page, and a success message appears. The
system assigns an agent to the task, enters the agent's assignment group in
the task record, and moves the state to Assigned.
If auto-assignment fails, the message indicates either that no agent was
available or that the task did not specify a location. The system moves
tasks that fail auto-assignment to the Remain in the Pending
To auto-assign a task that failed previously, enter any missing information or
change the schedule, and save the record.