Agent auto assignment

When auto assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. 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.

The Auto-Assignment feature can be enabled for requests or tasks, depending on the Service Management (SM) application's configuration settings:
  • If the Requests are assigned via auto-assignment option is enabled, requests are automatically assigned.
  • If the Tasks are assigned via auto-assignment option is enabled, the tasks in a request are automatically assigned.