Depending on your settings in the SM application configuration screen, you can assign
agents manually or using auto-assignment.
If you have a limited number of agents for completing requests or you simply do not want
to auto-assign agents, you can use manual assignment.
Auto-assignment allows you to define criteria by which agents can be automatically
selected to satisfy requests entered in service management applications. Based on the needs
of your organization, you can configure the criteria for agent auto-assignment in the
When auto-assignment is enabled and a task is qualified or marked as Ready for
, the following actions occur:
- Available agents are evaluated based on the criteria defined in the
- An appropriate agent is automatically assigned to the task.
- The task is moved to the Assigned state.
If the configuration is set up to consider more than one set of criteria, such as location
and skills, the agents are evaluated based on the weighting property settings in addition to
If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values
in the request or task form and then save the record.