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Auto assignment

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Auto assignment

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.

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 system uses these criteria to assign agents automatically.
Table 1. Auto assignment criteria
Option Description
Geolocation The system uses geolocation to find available agents when auto-assigning a task.
Skills You can configure whether an agent's skills should be considered when auto-assigning a task.

If you are assigning tasks to agents based on mandatory skills requirements, you cannot auto-assign tasks if the agent does not have the mandatory skills required to perform the task.

Note: The work.management.use.mandatory.skills system property must be enabled to configure the agent's skills.
Availability Auto-assignment considers an agent's existing schedule when auto-assigning additional tasks.
Task windows Auto-assignment attempts to schedule within any configured task windows. If a window cannot be scheduled for any available agents, auto-assignment fails.
Task dependencies Auto-assignment considers any upstream task dependencies when auto-assigning a task.
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