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Agent auto assignment › Agent assignment methods › Request Management in a Service Management application › Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Agent auto assignment using time-based criteria

Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task.

Any combination of time-based methods can be enabled in the application configuration screen.

When a task is created, the schedule of the agent and the task to be performed are combined with rating-based criteria to auto-assign an agent.

  • Agent auto assignment using schedules
    Agents can be auto assigned based on the agent or the task schedule.
  • Agent auto assignment using priority assignment
    The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page.

Parent Topic:Agent auto assignment