Agent assignment methods

Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment.

• Manually assign agents to active requests
  Use this procedure to assign agents to active requests in service management (SM) applications.
• 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.