---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Assignment and matching rules in HR

# Assignment and matching rules in HR {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
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This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Assignment and Matching Rules in HR

The automatic case assignment feature in the HR system efficiently assigns HR cases to agents based on their current workload, required skills, and the location of the subject person.
The Auto Assign business rule triggers matching logic to generate a list of eligible agents, with the default behavior returning one agent.
Certain HR services can bypass this automatic assignment.
Show full answer Show less  

## Key Features

* **Matching Rules:** HR assignment rules utilize the Resource Matching Engine plugin, allowing configuration of tables and conditions. Each HR case and task is supported by two matching rules: one prioritizing skills and country, and another focusing solely on skills.
* **Assignment Script Includes:** The hrAssignmentAPI script include interacts with the hrAssignmentUtil, ensuring smooth upgrades and allowing customization without altering the core script.
* **Required Skills Management:** Organizations with multiple HR departments can set up specific assignment rules based on employee locations. It is crucial to confirm that users or groups involved in case assignments possess the necessary skills.

## Key Outcomes

By implementing these assignment and matching rules, ServiceNow customers can enhance the efficiency of HR case management, ensuring cases are assigned to the most suitable agents based on workload and qualifications. Customers can also create and test custom assignment rules to fine-tune the system to their specific needs, ensuring optimal service delivery.  
The base system uses the automatic case assignment feature to assign an HR case to an
agent. It attempts to assign an agent with the least number of cases assigned, has the skills
required by the case, and matches the location of the subject person.

## Auto Assign business rule {#c_UseAssignmentRules__section_kfz_h4m_pgb}

HR Case has a business rule called Auto Assign that invokes matching rule logic.{#c_UseAssignmentRules__p_f3c_nfg_h1c}  
When auto assignment is triggered, the matching rules logic obtains a list of agents. The number of agents returned is based on a parameter that specifies the length of the list. The default is one.  
Note:  
For specific HR services, the auto-assignment functionality can be skipped. See Case options in [Configure an HR service](https://www.servicenow.com/docs/32EyWaib8~YN0OIBHZiu2w "Create or modify an HR service to define the request to fulfillment process for that case type. Examples of HR services include benefits enrollment, direct deposit setup, and background check requests by third-party providers.").

## Matching Rules {#c_UseAssignmentRules__section_dc1_p4m_pgb}

HR assignment rules use the Resource Matching Engine \[com.snc.matching_rule\] plugin that is activated with the Human Resources Scoped App: Core \[com.sn_hr_core\] plugin. You can specify a table and a condition.
By default, the base system sets an assignment group for each table and leaves the Assigned to field empty.{#c_UseAssignmentRules__p_i3c_nfg_h1c}  
For HR cases that meet these conditions, the hr_AssignmentAPI script include is called to return a list of agents that are eligible for assignment. See [Add or modify a matching rule](https://www.servicenow.com/docs/l129xMwhxEABlMLQfrm7Lg "You can add or modify a matching rule to assign HR cases to specific users or groups.").  
Note:  
The base system provides matching rules for every COE table and HR task table.  
Each HR table and task in the base system have two matching rules:

* Agents by skills and country
* Agents by skills
{#c_UseAssignmentRules__ul_ah2_jym_pgb}  
The higher priority (lower execution order) rule for each pair is the match by skills and country.

* If this matching rule does not find eligible agents, then the condition of the lower priority rule is still true and attempts to match by skills alone.
* If the higher priority rule finds an agent, the assigned to field is no longer empty and the secondary rule does not match.
* Either the getAgentsByCountryAndSkillsOrderLeastLoaded or getAgentsBySkillOrderLeastLoaded in the hr_AssignmentAPI script include are called.
{#c_UseAssignmentRules__ul_u5j_22n_pgb}

## Assignment script includes {#c_UseAssignmentRules__section_rfw_nhn_pgb}

The hr_AssignmentAPI passes the call through to the hr_AssignmentUtil script include to
reduce upgrade issues. Rather than update hr_AssignmentUtil, you can add to hr_AssignmentAPI
or another customer script include.{#c_UseAssignmentRules__p_n3c_nfg_h1c}  
The getAgentsByCountryAndSkillsOrderLeastLoaded or getAgentsBySkillOrderLeastLoaded in the hr_AssignmentAPI script include looks for the least ordered by country and skills.

* These scripts also look at the agents in the assignment group.
* They then look for agents that have the required skills for the case and are in the same country as the subject person.
* The list of agents that are returned are sorted according to case assignment load defined as active cases of type HR case (or extension) or active HR tasks.
{#c_UseAssignmentRules__ul_fnm_y5n_pgb}  
Auto assignment for HR tasks is slightly different than HR cases.

* The list of possible agents for an HR task is generated like an HR case.
* But, after ordering the list, the task is checked for a parent HR case and if the agent assigned is on the list.
* If it is, the agent is placed at the top of the list ignoring case load.
{#c_UseAssignmentRules__ul_qcw_jvn_pgb}

## Required skills {#c_UseAssignmentRules__section_ogv_hd5_pgb}

If you have more than one HR department, you can remove the HR group assignment from the HR
template and use assignment rules to assign the HR group. For example, if you have HR
departments in both the U.S. and German offices, you can create an HR group for each office.
You set up assignment rules to assign the HR group based on the location of the employee who
submitted the HR case.{#c_UseAssignmentRules__p_q3c_nfg_h1c}  
If your organization is using HR skills to qualify HR case assignments, ensure that the assigned user or group members have the required skills. To determine whether skills are being used and assigned, check the following configuration options.

* HR AdministrationHR ServicesHR Templates: Look at the template that corresponds to the assignment rule to see what skills, if any, are required.
* HR AdministrationManage RolesManage HR Skills: Find the HR user assigned to the case and click the Skills: # button to see whether the required skill is assigned. If not, check the box to assign it, and click Save.
{#c_UseAssignmentRules__ul_RequiredSkills}

Refer to
[Create rules to route and assign
customer service cases](https://www.servicenow.com/docs/access?context=c_CaseRouting&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
for more information on matching and assignment rules.{#c_UseAssignmentRules__p_s3c_nfg_h1c}
* **[Add or modify an HR assignment rule](https://www.servicenow.com/docs/YXGVaXBRRn9hFgmppigIOA)**   
  Assignment rules are used to assign the HR group when it is not assigned from the catalog item template. You can create HR assignment rules as needed.
* **[Test an assignment rule](https://www.servicenow.com/docs/F8kDPEhcJ4p98TlmqZBH0g)**   
  You can test a new assignment rule to verify that it works as intended.
* **[Add or modify a matching rule](https://www.servicenow.com/docs/l129xMwhxEABlMLQfrm7Lg)**   
  You can add or modify a matching rule to assign HR cases to specific users or groups.

*[\>]: and then